by Ian Robson | Feb 20, 2020 | Foundations, Organisation
Some of the latest research into learning is fascinating and upending a lot of what we think we know. In an experiment to determine whether massed or interleaved practice is better for skills development researchers set up the following. One group of kids was...
by Ian Robson | Feb 12, 2020 | Customer Success, Organisation |
If you are making changes in the way you deliver customer success and you’re making things more rather than less complex it might be time to stop and re-evaluate. If something takes a long time to learn or develop it’s usually complex. And if something is...
by Ian Robson | Feb 11, 2020 | Organisation |
Here’s a short list of things that make customer success complex, interesting and hard to get exactly right. Each customer is different and usually wants different results. Each customer usually has multiple stakeholders, each with their own priorities. Getting...
by Ian Robson | Jan 29, 2020 | Foundations, Organisation |
Imagine a world in which your company’s approach to customer success was exactly as you wanted it to be. Get that picture clear in your mind. Now ask yourself what can I do today to move us closer to that world? What can I do tomorrow? Who do I need to...
by Ian Robson | Jan 15, 2020 | Customer Success, Organisation |
We often plan to make improvements by adding to what we already do. Less common and an often just as, if not more effective an approach, is taking away. Every time we add something internally in customer success, a playbook, a process, a customer journey step, a CTA,...
by Ian Robson | May 16, 2019 | Organisation |
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...
