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,…
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,…
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…
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…
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…
Continue reading → Role of Sales in Customer Success and 6 rules to guide you
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…
Continue reading → Connecting customer advocates to drive product strategy and customer success
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,…
Continue reading → Customer Success from the customer and vendor’s point of view
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…
Continue reading → The feature / function trap of 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…
Continue reading → Lean startup methodology applied to successful enterprise technology adoption
I work in customer success in the enterprise technology space and have written several posts on the activities required for the role - find them…
Continue reading → Enterprise technology adoption – Use cases are the currency of success
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,…
Continue reading → Scaling your customer success efforts online – a guide