by Ian Robson | Apr 29, 2019 | Outcomes |
Things move on. For a while measuring success was all about page views or user counts. Your bragging rights, and more importantly investor interest, was all about getting people onto your platform to do something, anything. In 2012 Marc Andreessen called for an end to...
by Ian Robson | Mar 5, 2019 | Foundations, Hiring |
It’s Time To Move Past Adoption. Customer Success Management is a fast developing profession that’s critical for any B2B SaaS company. As an emerging profession it can avoid the deep level of scrutiny that’s common in for example in Sales, or Marketing. We...
by Ian Robson | Feb 21, 2019 | Foundations |
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...
by Ian Robson | Feb 14, 2019 | Foundations |
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...
by Ian Robson | Feb 7, 2019 | Foundations |
The fundamental scaling challenge facing a customer success function is relatively simple to state. “How do we provide the most effective guidance and support to all of the appropriate stakeholders across our customer base using the most cost efficient engagement...
by Ian Robson | Dec 5, 2018 | Foundations, Hiring |
As was pointed out when I asked for input to this article on LinkedIn, the environment a CSM operates within is as important to their success as the skills, experience and characteristics they themselves bring to the role. So, before you can answer questions about the...
by Ian Robson | Nov 28, 2018 | Foundations |
Customer Success is an investment in the future of your customers and by extension your company. Customer success resources are never unlimited so targeting and getting a good return on the investment made by your CS team should be a goal of every company. How it...
by Ian Robson | Nov 22, 2018 | Hiring |
I see this question asked a fair bit on LinkedIn. I’ve also been approached direct multiple times by people asking about finding a role in customer success. Usually people want to know what books, blogs and articles they could read, or is there any training they...
by Ian Robson | Nov 16, 2018 | Foundations |
Planning, what is it good for? Everyone has a plan until they get punched in the mouth! – Mike Tyson No battle plan survives first contact with the enemy. – Helmuth von Moltke the Elder Have a good plan, execute it violently, do it today. – Douglas...
by Ian Robson | Nov 13, 2018 | Foundations |
At the dawn of the customer success age SaaS companies had a problem: churn. CSMs were born in companies like Salesforce specifically to help understand and address this critical issue as it became clear that churn was a serious risk to their business. I first met...
