by Ian Robson | Jul 2, 2020 | Customers, Mastery |
How often do you hear the word stakeholder? A lot? Not surprising, it’s been used in all sorts of ways and over the years has acquired many meanings. Fifty five according to Friedman and Miles in their book Stakeholders : Theory and Practice. The most commonly...
by Matt Rumins | Jun 25, 2020 | Creativity |
I’ve spent as far back as I can recall deeply believing I was both professionally and personally a deeply practical person, that being said my wife would disagree based on my DIY skills! Alongside this I felt I had little or no creativity skills, saying on many an...
by Ian Robson | Jun 10, 2020 | Creativity |
You’re the most important person in my life right now. That’s the thought I have in my mind as Matt and I sit down to contemplate the ideal student for our next course. If we get it right we’re hoping three outcomes will happen for that student:...
by Matt Rumins | Jun 4, 2020 | Decision Making |
In the first part of this blog we discussed the opportunity that exists to remove elements from your working life and consign it to Room 101. It is clear there is an opportunity, both for companies and for their employees. For example, companies have big decisions to...
by Ian Robson | May 28, 2020 | Skills |
Most of us have heard of the 10,000 hours rule, made famous by Malcolm Gladwell in his book Outliers. The 10,000 Hours Argument Malcolm proposes that 10,000 hours of deliberate practice are needed to become world-class in any field. Deliberate practice by the way?...
by Matt Rumins | May 21, 2020 | Customers |
The idea of ‘room 101’ is well known. It was invented in George Orwell’s book, 1984. It was apparently named after a conference room at the BBC in the UK where George Orwell had to sit through tedious meetings. In recent years it has been a TV show...
by Ian Robson and Matt Rumins | May 11, 2020 | Conversation |
Conversations are endemic in business. Most of us have several, perhaps dozens every day. Some as simple as a catch up over coffee, some as complex as a full day discussion to assess and respond to a newly presented challenge. In the middle are the regular workplace...
by Ian Robson | Feb 27, 2020 | Customers, Foundations, Outcomes |
Want to dramatically improve the results you’re getting as a CSM? Before your next customer success conversation do the following. Get a big sheet of paper, split it into 5 columns. In column 1 list the Top 10 ways to improve delivery of value to the customer....
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 17, 2020 | Foundations, Outcomes |
What would happen to our retention number if we didn’t have a customer success team? That question is in the mind of most SaaS executives. A SaaS solution has an inherent level of stickiness. The stickier your product the less you need customer success to drive...
