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 | Dec 10, 2019 | Customer Success |
I’ve seen this a bit recently. This idea that there are good and bad customers. That there are customers we should divorce because that would be better for everybody. Let’s unpack this idea a little. We live in the real world so companies are going to sell to...
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 | Oct 3, 2018 | Foundations |
Peter Drucker is widely considered to be the finest management thinker of all time. The quote below is so simple and so self-evident it has become one of the most famous sentences in business although in fact it applies to almost any endeavour. “If you...
