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Customer Success Management – Experience Hacking in the Subscription Age

Having been a customer success manager and advising startups on the practice you would probably expect me to be trumpeting its value. You’d expect it from Gainsight too, the customer success company: Information Services, the Subscription Economy, and the Value of Customer Success.

And what about the subscription economy itself – whats in that? According to a 2014 report by The Economist Intelligence Unit, 80 percent of customers are demanding new consumption models including subscribing, sharing, and leasing — anything except actually buying a product outright.

I found that in a post by the poster child for the subscription economy, the CEO of Zuora, Tien Tzuo: The Subscription Economy – A Business Transformation. Zuora offers subscription billing, commerce and finance solutions for the subscription economy.

Experience has been an Economy too at least since 1999, when the seminal book from Joseph Pine and James Gilmore was published: The Experience Economy.

I’ll leave it up to you to decide. In the meantime, I put this slide deck together for some of the Microsoft Ventures B2B startups I mentor based on my experience over the years. It’s my take (including much from others) on what it is and what makes a good program.

#workingoutloud #customer-success

7 thoughts on “Customer Success Management – Experience Hacking in the Subscription Age

  1. […] purpose of this post. If you are not sure about what customer success is, I’ve written a simple primer on […]

  2. […] long-term considerations in the form of a good success plan. I’ve written about that in this primer on SlideShare. The launch phase is covered in the primer but only as part of the longer term approach. So I’m […]

  3. […] of a customer success managers (CSM) main tasks with customers he or she works with is to build user success managers […]

  4. […] of this post. If you are not sure about what customer success is, I’ve written a simple primer on […]

  5. […] long-term considerations in the form of a good success plan. I’ve written about that in this primer on SlideShare. The launch phase is covered in the primer but only as part of the longer term approach. So I’m […]

  6. […] of a customer success managers (CSM) main tasks with customers he or she works with is to build user success managers […]

  7. […] with driving adoption, at least in Software as a Service company but increasingly in others, are Customer Success Manager‘s. These people have detailed understanding of how the technology should be used for the best […]

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