MSc, BSc, MBCS, CCSM
Communication is critical in all facets of life. Project Management and Customer Success is no different. Communication keeps stakeholders informed, builds relationships, helps identify risk, surfaces and remediates frustration and highlights new business opportunities. That being said, if it delivers little value or comes in high quantities, it can also result in frustration, even worse … Read more
Event’s specific to your business vertical are great opportunities to not only meet new prospects for your Sales and Marketing teams, but also ideal scenarios for your Customer Success team to catch up with existing customers. It is a strategy that I have used for a number of years in multiple sectors and works really … Read more
Recently I was asked to contribute to Update AI’s Customer Success Spotlight – Customer Onboarding. I thought I would take the opportunity to share my overview here. Update AI – Customer Success Spotlight Depending on the organisation, the project, and the customer, as a CSM you may or may not have had some interaction with … Read more
This week saw Gainsight’s annual Pulse Everywhere Conference take place. This year broadcasting virtually August Hall, San Fransisco. The conference is usually a physical 3 days event but due to the Covid-19 pandemic, the event was digital. With the exception of a small audience at August Hall where the keynote speeches were broadcast live from. … Read more
The success of many businesses is largely dependent on how well their product is adopted. Often companies, particularly Account Manager’s will engage with key stakeholders and key decision-makers. But not necessarily the end-users. This is often a result of business legacy. A relationship was made with the key stakeholders and decision-makers during the sales process. … Read more
As Customer Success Manager‘s we thrive on happy and successful customers. We do our utmost to speak regularly with our customers and pick up on any dissatisfaction they have with our product or service. However, as much as we would like to, it might not be possible to regularly speak to every customer. That is … Read more