What good data looks like
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…
What business are you in?
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…
State of Customer Success 2018
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,…
Enabling Usage Insights for Office 365 Customers
This post provides first some simple context for whom and why it is important to understand usage of enterprise technology platforms and then how we…
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SaaS beyond Software – Automakers
The auto industry needs Customer Success managers. Geoffrey Moore, famed author of Crossing the Chasm and father of Moore's law is writing a new book…
Agile in nature not just by name
Satya Nadella (CEO of Microsoft where I work) recently shared his thoughts on how organisations need to embrace "tech intensity" to innovate and grow in…
Role of Self Service in Customer Success
Customer success teams were put in place in technology SaaS and subscription companies to ensure that customers are successful in their use of the technology…
Role of Sales in Customer Success and 6 rules to guide you
How many times in your role as a customer success manager working with customers, have you struggled with the solution you are trying to implement…
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Why customer experience and success share the same roof
There is a fundamental premise I make in the new eBook / trend report I am working on captured in the title. Yet I've taken…
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The Customer Success Team Maturity Model
NOTE: The thinking behind this model applies predominantly to enterprise SaaS operations. It also applies to the maturity of your customer success team, not the…
