Welcome to L12 Solutions

Pushback Defined Pushback is when a customer replies to our answers with questions or comments which indicate they do not believe our solution will work for them, that they have little faith in our process, or that someone else did not give them the correct…

When replying to customers by email, chat, or speaking with them on the phone, always utilize these four principles in terms of your tone and style. The tone and style of words convey knowledge, intent, understanding (empathy), and standing. All four work together to quickly…

LinkedIn and the Fortune 500 world are abounding in webinars. Watch them. Sign up for them. They are almost all free. Who are they for? The more I think about them, the more I feel that webinars aren’t really for the viewers. They are for…

A Customer Success consultant recently wrote that it’s a common belief that Customer Success Managers should be trusted advisors to customers. However, CSMs should be trusted advisors for customers. Else we conflate Customer Success with Account Management, or even Customer Service. This is not uncommon…

“Know your Customer” is intrinsically tied to “Know your Product/Service”. When a team says they need to know their customers better (usually at the behest of using a new tool, reshuffling team structure, or outside consultants), the bigger problem could be a lack of understanding…