The Role of Customer Success in Driving Engagement

Posted by Gaby Isturiz on June 7, 2015 at 8:12 AM


We discuss the topic of technology engagement quite often on this blog.

Almost all firms struggle or have struggled with technology engagement at some point in time. Although top firms have proven high levels of technology engagement are possible with the right approach, the idea of technology engagement remains mysterious and far-fetched to most firms.

Topics: Customer Success Manager

Customer Success Managers: With Legal Vendors, Support Isn’t Enough

Posted by Gaby Isturiz on June 12, 2014 at 10:27 AM

The traditional scenario plays out something like this: the firm invests several hours discussing business challenges with a sales rep in order to choose the appropriate solution(s) and to create a game plan for launch and implementation. The sale is closed and the solution is deployed. “Holler if you need anything,” says the vendor. Then, communication goes dark until something goes wrong or someone needs help.

It’s not that there is anything wrong with this approach, but there isn’t necessarily anything right either.

Topics: Customer Success Manager