As my last blog post in my role as VP Customer Success at Xeneta I wanted to make it extra special by working with a valued colleague and friend, Courtney…
A CEO of a start up asked me recently, what would I do first, in my first 90 days if I didn’t have Customer Success technology. I responded by saying…
Whilst tech touch is really very straightforward and a great way of communicating with customers at scale, I often find myself having to explain and defend what it does and…
The Customer Success Elements were introduced by Gainsight in 2018 as a tool for solving Customer Success business challenges. I would recommend reading this Gainsight post written about it here.…
Being customer centric as a business, in my experience, is easier said than done. It shouldn’t be, and we think it’s obvious but it’s not to everyone. At times it…
The end of 2020 has been and gone and on reflection, the biggest story of 2020 in Customer Success was, at least for most, all about retention and mitigating risk…
At a very simplistic level, data and research can be drawn from marketing and sales practices to maximise the impact on retention. Let’s look at a couple of simple examples:…
The 121 engagement of a CSM is highly led by the skills and personality of the CSM undertaking the relationship and taking the lead to drive success.This is fine, as…
Companies vary in their levels of customer centricity. Some pay lip service to the Customer Success department whilst at the other end of the spectrum, there are companies that are…
Customer Success is a discipline because it has repeatable processes, rules, codes and is a branch of knowledge of behaviours and practices that can be taught. Training is available online…