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...
by Ian Robson | Sep 27, 2018 | Foundations |
Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success outcomes unless you’ve been through a...
by Ian Robson | Sep 20, 2018 | Foundations |
It’s easy to assume if you are a practitioner or familiar with Customer Success Management (CSM) that everyone understands the term and the specifics of how it’s defined. After all, the title surely explains the objective: a focus on ensuring customers are successful....
