by Ian Robson | Jul 15, 2020 | Customer Success, Outcomes |
Customer success is primarily about value. That value can be expressed as a financial return on investment (ROI) or as a set of vendor specific value metrics. Any organisation with a true focus on customer success will always be searching for ways to increase the...
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 | 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 | Oct 22, 2018 | Foundations |
How do you size a customer success function? Art, science or a bit of both? Let’s start by illustrating the problem with a hypothetical SaaS company called Conductor who provide a business process automation platform in the cloud. Conductor have 150 customers and have...
