Understanding The Power Of Outcomes In Customer Success

Blog Customer success professionals all know that delivering business outcomes for customers is critical. I’d wager at least 90% of the CSMs who read that sentence would agree. If we dig below the surface what does it actually mean to say that outcomes are critical...

Can You Do The Fandango? Hiring Great CSMs

A while back I read a bunch of job ads as part of some research for an article I was writing. Below are just some of the requirements I’m sure I recall seeing mixed in with the more typical requirements: Astronaut Tour de France winner Accomplished jewel thief...

Customer Success : An Antifragile Approach

People who have heard of Nassim Nicholas Taleb usually know of him as the guy who popularised the use of the term “Black Swan” to describe hard to predict, extremely high impact events that lie outside the realm of normal expectation. Initially his focus was the...

Automation In Customer Success

Automation has a long and extraordinary history. You could argue it started with the wheel, the first piece of technology to dramatically improve human efficiency. The revolution it started continues at an ever accelerating pace so that today, for example, we can use...

So How Many More CSMs Do We Need?

Scaling any function is a challenge. As a team grows we need to find and hire great people, decide how to re-organise and re-focus as we grow, adjust to the challenges of managing ever larger numbers of people, and adapt our plans when things don’t turn out as we...
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