Adventures inside Organisations and of the Mind
The essential premise I’m exploring in a new trend report is around great customer experiences and how important this is if you want to retain them. I focus on the subscription economy but it has broader application. I also explore how a team of customer success managers can play a key role. I’m doing this on the back of my professional role as a customer success leader.
Our Customer Meetups were a grassroots effort by Stephen who took the initiative and set up our first ever Meetup in London. Stephen’s brainchild is now adopted across Percolate and we’ve now had amazing events in Chicago, San Francisco, New York, etc. Be proud Stephen. Arjun Devgan, VP Global Services & Success
Thanks for the amazing job coaching our customer success program. It has been enlightening experience. The structure you provided for customer success allows us to follow-up with our customers more efficiently and keeps our customers more engaged with the platform. Frederick Ryckbosch, Co-Founder & CTO
Stephen is an effective and straight-to-the-point guy and a great asset to any startup. Stephen helped us out with our enterprise sales and onboarding strategy. It was great to see how a few quick coffee meetings with Stephen resulted in actionable advice based on his experience with corporates and startups. Nick Schils, Founder
I mentor startups or individuals in some key focus areas. I also consider other activities outside of my current day job, like speaking, consultations, guest writing, etc. Hit me up via my contact form to find out more.
More on Mentoring Contact Me
Metrics drive behaviour. Organisations also know that they can better manage, what they can measure. So if you want to change behaviours, look at the…
Continue reading → Leading the right behaviours through metrics and new work models
Workplace chat is something I am heavily focused on at the moment, i.e. my customers use of Microsoft Teams. Either through lack of knowledge or…
Continue reading → Thought Rocket: The Conversation is the Collaboration
I put this simple video together the other day. I shared it on LinkedIn and it got some good feedback – check the comments. The…
Continue reading → Thought Rocket: Persona’s and knowing your users
This last week I attended a meetup and workshop in London organised by Customer Success Network, a European based not-for-profit community for customer success managers. It…
The question in the title derives from the classic marketing thought piece by Theodore Levitt entitled Marketing Myopia. At the time it rocked not just…
I attended Pulse Europe (the 4th) on the 8-9th November, an event run by Gainsight, a Customer Success (CS) technology vendor. They run the larger,…
