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 | 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 | 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...
by Ian Robson | Sep 27, 2018 | Foundations |
Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success outcomes unless you’ve been through a...
