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,…
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…
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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Connecting customer advocates to drive product strategy and customer success
I've written a lot about ways to scale success efforts but the best is always face to face. Events like customer meetups are a perfect…
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Customer Success from the customer and vendor’s point of view
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,…
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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…
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Lean startup methodology applied to successful enterprise technology adoption
The Lean Startup isn't just about how to create a more successful entrepreneurial business. It's about what we can learn from those businesses to improve…
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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…
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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,…
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