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...
by Ian Robson | Feb 13, 2020 | Foundations |
There is a school of thought that most gains in the gym come from the time your muscles spend under tension. According to this theory lots of reps won’t move the needle much: to improve you need to safely work your muscles under tension as much as possible. At...
by Ian Robson | Feb 7, 2020 | Foundations |
Boil it down and customer success is pretty simple: as simple as making sure you understand and can answer each of these questions. Do I know precisely how to drive/unblock value delivery at each of my customers? Do I have all the best practices and internal...
by Ian Robson | Jan 29, 2020 | Foundations, Organisation |
Imagine a world in which your company’s approach to customer success was exactly as you wanted it to be. Get that picture clear in your mind. Now ask yourself what can I do today to move us closer to that world? What can I do tomorrow? Who do I need to...
by Ian Robson | Jan 28, 2020 | Foundations |
Customer Success is a critical function but it’s only one of many that matter to a CEO, COO, CRO or CFO. When it’s time to really lift the lid and dig into the details what are the key questions to ask to ensure a productive discussion. Are Success Conversations About...
by Ian Robson | Jan 15, 2020 | Customer Success, Organisation |
We often plan to make improvements by adding to what we already do. Less common and an often just as, if not more effective an approach, is taking away. Every time we add something internally in customer success, a playbook, a process, a customer journey step, a CTA,...
by Ian Robson | Jan 9, 2020 | General, Persuasion |
George Bernard Shaw once said: “The single biggest problem with communication is the illusion that it has taken place.” Or put another way, seeing something from your customer’s point of view is not the same as seeing it from your point of view. At the start of any...
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?...
