Martin KaufmanDec 2, 20203 min readAward-Winning CX...LiterallyA Look at What Sets CX Award Winners Apart Winner, Winner, Chicken Dinner! We all like to think we run “world-class” or “award-winning”...
Martin KaufmanDec 2, 20204 min readCX for Professional Services - When Product is ExpertiseI was catching up with a friend from college about life, work, and everything in between. In the course of my elevator pitch on what I’m...
Martin KaufmanDec 2, 20203 min readNavigating 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...
Martin KaufmanApr 13, 20205 min readCustomer Success + Marketing: Collaborating for Customer OutcomesIt’s difficult to define the ideal relationship between Success and Marketing. This is because Success and Marketing don’t have one...
Martin KaufmanApr 5, 20201 min readThrowing Starfish - A CS Approach to COVID-19My conversations with Customer Experience and Customer Success leaders these days all arrive at a sad truth--our customers' needs exceed...
Martin KaufmanMar 24, 20202 min readProductive Customer Success in Times of TurmoilThe week of March 16, 2020 I solicited feedback from various CS communities across LinkedIn, the DC CS scene, and my personal network to...