by Ian Robson | Dec 24, 2020 | Creativity, Customers, Foundations |
Asking great questions is a superpower. It can reveal the unexpected, open up an entirely new area of discussion or force you to confront uncomfortable truths. Let’s ask ourselves some questions! 3 Questions For CSMs To Ask Themselves Before Every EBR...
by Ian Robson | Dec 17, 2020 | Customers, Stakeholders |
Your first stakeholder meeting, with any stakeholder, is the beginning of the beginning. The start, you hope of a productive relationship. It may be you can do all you need in a short series of meetings and move on, perhaps keeping in touch from time to time. But,...
by Ian Robson | Dec 10, 2020 | Customers, Stakeholders |
Perhaps the most important aspect of meeting with your stakeholders, especially senior stakeholders at your customers is to make every interaction as effective as possible. At points like this in sentences like these you often see the words world class. You may not...
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...
by Ian Robson | Jan 8, 2020 | Customer Success, Foundations |
Common misconception: positioning your #CSM team as a revenue engine means your CSMs need to be #commercial What it actually means is your CSMs just need to be truly focussed on #customersuccess. Which customer is more likely to expand or to advocate for your company?...
by Ian Robson | Oct 22, 2019 | Customer Success |
In customer success everything starts and ends with value. Value is tied to outcomes, outcomes require understanding, understanding requires adoption, adoption requires presence and presence requires awareness. This is your true customer (user) journey. Getting to...
by Ian Robson | Jul 2, 2019 | Outcomes |
Blog 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...
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 | 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...
