News Digest – 17/10/19

Mark Benioff is doubling down on customer success and putting it, amongst a few other well chosen values, at the heart of how he’ll run salesforce in future. Capitalism Is Dead says Mark Benioff  According to a pricey new study on the state of the market for dedicated...

Understanding The Power Of Outcomes In Customer Success

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 and if...

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...
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