Category: Customer Success

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July 31, 2017 | By David Lahey

Using Proxy Metrics in Customer Success

I’m a fan of Net Promoter Score (NPS). I believe it delivers many benefits beyond the final score itself. In fact, Bain & Company found…

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June 9, 2017 | By David Lahey

4 Steps to Building an Effective Customer Health Score

I am often asked how I built and scaled an award-winning Customer Success team. While there are many chapters to that story, one topic that…

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March 22, 2016 | By David Lahey

[Video] Customer Success without Friction

What does it take to build an award-winning Customer Success team? Learn the “Six Steps to Customer Bliss” from my keynote at Customer Success Summit 2016.

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April 24, 2015 | By Contributor

[Video] Using Myers-Briggs to Build Out a Successful Team

What do customer success managers look for when hiring the right talent? Find out my secrets for building out a team that works well together…

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