Imagine not having to employ any sales or customer success people or adopt any of the tactics they use – because the product sells itself or gets utilised by users […]
Read moreTag: tech touch
Customer Success is not about tech or human touch but about the right touch
By touch I mean the way and frequency of times a customer is touched by representatives of a company, whether by technology (think BOTS, automations, etc.) or a human. I […]
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The business of culture change in the tech industry
I had interesting chats with customers and colleagues recently that I wanted to capture and share. The context was enterprise collaboration technology but I also wanted to expand a little […]
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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, main event in the US […]
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The Future of Customer Success is Not Human
It’s a pretty provocative statement, I know. To be clear, I’m not suggesting humans won’t be involved any longer or that there won’t be a need for them. If anything, […]
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