Just a quick doodle to capture this thought I had and a note to accompany it. Customer Success is the business I’m in. That is, the task of ensuring the […]
Read moreCategory: Customer Success
The feature / function trap of enterprise technology adoption
Features and functions are easy to obsess over. They are tangible. You can click a button and it does something. Or not, at least not what you expect. And you […]
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Enterprise technology adoption – Use cases are the currency of success
I work in customer success in the enterprise technology space and have written several posts on the activities required for the role – find them under the customer-success tag. This one […]
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Launch like a boss – bringing consumer startup practice to your enterprise technology platform
The users of a technology platform inside an organisation are a peculiar, collective beast. They are very different to the masses of end users that are customers of a consumer product or service. They […]
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Scaling your customer success efforts online – a guide
I mentor startups that go through Microsoft Accelerator’s London program. Because of recent experience I focus on customer success management practices and enterprise software startups, but not exclusively. I recently […]
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Can you outsource success?
3 minute read. I’m in the success business. I work at Percolate, a marketing technology startup. I help drive the successful use of our technology by customers. I’ve done the same in roles […]
Read moreCustomer Success Management – Experience Hacking in the Subscription Age
Having been a customer success manager and advising startups on the practice you would probably expect me to be trumpeting its value. You’d expect it from Gainsight too, the customer […]
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