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Martin Kaufman
Jun 7, 20211 min read
Who Owns the Custome Relationship?
The great debate! This 2MT gives my definitive answer...and an easy way to get us out of the dangerous "client ownership" mindset.
9 views0 comments
Martin Kaufman
Feb 25, 20211 min read
Hiring Great CSMs - 3 Characteristics
Three characteristics separate amazing CSMs from the rest of the pack. This 2-Minute Take discusses all three and how to identify them...
47 views0 comments
Martin Kaufman
Dec 2, 20201 min read
How Customer Retention Leaders Navigated 2020 and CV-19
Customer Retention in the time of COVID-19. 2020 in review. Until a larger firm does a big study here are 3 insights from nine diverse...
21 views0 comments
Martin Kaufman
Dec 2, 20203 min read
A Successful 2021 Requires Planning in 2020
You can get there from here...no matter where you are starting from. It’s that time of year again! When most of us plan for the upcoming...
24 views0 comments
Martin Kaufman
Dec 2, 20203 min read
Award-Winning CX...Literally
A Look at What Sets CX Award Winners Apart Winner, Winner, Chicken Dinner! We all like to think we run “world-class” or “award-winning”...
9 views0 comments
Martin Kaufman
Dec 2, 20203 min read
Navigating a Graceful Customer Exit
“Our customers are disappearing and we’re not sure when they’ll be back. If ever.” I expected to have these conversations with friends...
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Martin Kaufman
Dec 2, 20202 min read
The Future! Stop Predicting...Start Preparing
If you're like most performance-oriented organizations you likely spend some time and resources trying to predict the future. Stop....
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Martin Kaufman
Apr 13, 20205 min read
Customer Success + Marketing: Collaborating for Customer Outcomes
It’s difficult to define the ideal relationship between Success and Marketing. This is because Success and Marketing don’t have one...
153 views0 comments
Martin Kaufman
Apr 5, 20201 min read
Throwing Starfish - A CS Approach to COVID-19
My conversations with Customer Experience and Customer Success leaders these days all arrive at a sad truth--our customers' needs exceed...
16 views0 comments
Martin Kaufman
Mar 24, 20202 min read
Productive Customer Success in Times of Turmoil
The week of March 16, 2020 I solicited feedback from various CS communities across LinkedIn, the DC CS scene, and my personal network to...
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Martin Kaufman
Feb 26, 20205 min read
Master Customer Retention by Understanding Your Product
Quick Hits Understanding your customers’ POV of your product complexity and its value to their operations informs your retention strategy...
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Martin Kaufman
Feb 17, 20206 min read
Customers Inform Your Retention Strategy (but you're probably doing it wrong!)
Customers should define your retention strategy but are you doing it right? Probably not.
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Martin Kaufman
Jan 11, 20204 min read
3 Areas that Inform Your Customer Retention Strategy
If you want to master Retention you need to understand your customers, your product, your teams, and how they all fit together.
41 views0 comments
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