MSc, BSc, MBCS, CCSM
A challenge many organisations face, especially those who are scaling quickly is just…; “How to remove a CSM from a customer and replace with Tech Touch?”. If you are a CSM, think about your customers and how would they react if they no longer had a direct line of communication with you. Your business is … Read more
This is a regularly updated list of Customer Success Resources. Please feel free to make suggestions. In a digital world with the advancements in cloud and networking technology, customers have more choice than ever. Gone (well nearly) are the days where a company would need to make an upfront cost and long term commitment when … Read more
I often describe Customer Success Journeys as being very much like a boat travelling down river. A river that has many stages, fast currents over rapids, slow straights, random boulders, changes in direction (from little meanders to u-turns) and with occasional choices in paths to take. The traveller understandably wants to get on in their … Read more
The phrase ‘Bill Shock’ was first coined in 2010 and described the reaction a person got when they received a mobile phone bill, much higher than they were expecting. In recent years with the increase of subscription and consumption based pricing, the phrase has migrated over to SaaS. But you can avoid bill shock with … Read more
A few week’s back I attended a really good webinar being hosted by Client Success with guest speaker Dave Jackson, CEO of TheCustomer.Co. Dave’s presentation was titled, ‘How human psychology impacts Customer Success‘. During the presentation, Dave gave out many great nuggets on this topic, but the one that resonated most with me was the … Read more
My takeaway from day two of #PulseEverywhere. “Don’t share the data, share the story” from Sarah Anderson’s session, “How I drive Adoption with Gainsight PX.” In today’s businesses we have largely moved towards becoming ‘Data Driven Businesses’. Although this is certainly important, it is important to remember, data triggers emotion, and data needs to be … Read more