A Framework for Optimising Customer Success to Deliver Growth
For the past year or so I have been building a high performing team at OpenBlend. It's been the most challenging of my experiences yet for many reasons but what…
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18/10/2022
The Power of Tech Touch as a Customer Success Strategy
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…
07/08/2022
The Importance of Data in Serving Your Customers
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…
09/06/2022
5 Ways to Help your Business be More Customer Centric
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…
15/04/2022
The Department – Optimising the Customer Success Team
There will be a variety of starting positions that are possible when we consider what it means to optimise your team. For the purpose of this post let’s look at…
15/02/2022
5 Steps to Set Up CSM’s for Success in Creating Demand Generation Content for Top of Funnel
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…
20/09/2021
Gainsight Customer Success Elements – Getting Started Guide
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.…
16/07/2021
The 7 Things To Learn About Risk Management From COVID-19
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…
14/02/2021
Customer Success is a Science
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:…
14/02/2021
Customer Success is an Art
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…
14/02/2021