by Ian Robson | Oct 25, 2018 | Persuasion |
The word persuasion makes some people nervous. It can be confused with manipulation and the idea of that makes them uncomfortable. And while manipulation happens constantly and some people are shameless in its use it is nonetheless the case that the world runs on...
by Ian Robson | Oct 22, 2018 | Foundations |
How do you size a customer success function? Art, science or a bit of both? Let’s start by illustrating the problem with a hypothetical SaaS company called Conductor who provide a business process automation platform in the cloud. Conductor have 150 customers and have...
by Ian Robson | Oct 15, 2018 | Foundations |
These metrics are simple to grasp and relatively easy to measure. What’s more interesting is where they fit within a Customer Success function and when it’s appropriate to make them part of a CSM’s role description. Expansion Revenue Expansion very simply is the net...
by Ian Robson | Oct 12, 2018 | Foundations |
ARR? Renewals? Churn? CARR? : A Guide For The Perplexed I’ve previously covered value realisation and the key metrics you use to understand how your customers are extracting value from your solution. We’ve also discussed NPS and customer satisfaction and looked at...
by Ian Robson | Oct 7, 2018 | Foundations |
Net Promoter Score (NPS) was born at the dawn of the Software As A Service (SaaS) age. Developed by two consultants at Bain and first released into the wild in a 2003 Harvard Business Review article is it for many the gold standard measurement for customer loyalty....
by Ian Robson | Oct 3, 2018 | Foundations |
Peter Drucker is widely considered to be the finest management thinker of all time. The quote below is so simple and so self-evident it has become one of the most famous sentences in business although in fact it applies to almost any endeavour. “If you...