by Ian Robson | Dec 19, 2019 | Customer Success |
Almost every discussion of segmenting customers for customer success includes the ‘position’ of the author. “ARR is absolutely the wrong way to do it.” “To be truly customer centric we must segment by need.” “Industry vertical expertise is a must have.” Every one of...
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 | Feb 14, 2019 | Foundations |
Scaling any function is a challenge. As a team grows we need to find and hire great people, decide how to re-organise and re-focus as we grow, adjust to the challenges of managing ever larger numbers of people, and adapt our plans when things don’t turn out as we...
by Ian Robson | Feb 7, 2019 | Foundations |
The fundamental scaling challenge facing a customer success function is relatively simple to state. “How do we provide the most effective guidance and support to all of the appropriate stakeholders across our customer base using the most cost efficient engagement...
