The Stakeholder Flywheel

How often do you hear the word stakeholder? A lot? Not surprising, it’s been used in all sorts of ways and over the years has acquired many meanings. Fifty five according to Friedman and Miles in their book Stakeholders : Theory and Practice. The most commonly...

What Can You Put Into A Work Room 101?

The idea of ‘room 101’ is well known. It was invented in George Orwell’s book, 1984. It was apparently named after a conference room at the BBC in the UK where George Orwell had to sit through tedious meetings. In recent years it has been a TV show...

Prepare To Be Successful

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....
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