by Ian Robson | Nov 28, 2018 | Foundations |
Customer Success is an investment in the future of your customers and by extension your company. Customer success resources are never unlimited so targeting and getting a good return on the investment made by your CS team should be a goal of every company. How it...
by Ian Robson | Nov 22, 2018 | Hiring |
I see this question asked a fair bit on LinkedIn. I’ve also been approached direct multiple times by people asking about finding a role in customer success. Usually people want to know what books, blogs and articles they could read, or is there any training they...
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...
