How to avoid bill shock with Customer Success?

What is bill shock? The phrase bill shock has been used within the telecoms sector for the past two decades. With the rise of subscription/value-based pricing the concept of bill shock has spread to most sectors. Bill shock is used to describe the negative reaction a customer can experience if their bill has unexpected charges/rises….

How does marketing aid Customer Success?

“How does marketing aid Customer Success?” This was the question I was asked recently by our CEO. Luckily our CEO fully understands and sees the importance of both Customer Success and Marketing. However, he was probing how the two departments can best work with each other to deliver a great customer lifecycle. Customer Journey When…

Graduation Day

Since late 2014 until early 2018 I have been working towards a BSc (Hons) Computing degree from Anglia Ruskin University. The time came this week for my graduation day and proud to say, not only have I graduated, but I managed to graduate with a first-class degree. Although awarded by Anglia Ruskin University, and modules…