The Art Of Understanding

George Bernard Shaw once said: “The single biggest problem with communication is the illusion that it has taken place.” Or put another way, seeing something from your customer’s point of view is not the same as seeing it from your point of view. At the start of any...

CSM As A Revenue Engine

Common misconception: positioning your #CSM team as a revenue engine means your CSMs need to be #commercial What it actually means is your CSMs just need to be truly focussed on #customersuccess. Which customer is more likely to expand or to advocate for your company?...

Segmentation For 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...

News Digest – 17/10/19

Mark Benioff is doubling down on customer success and putting it, amongst a few other well chosen values, at the heart of how he’ll run salesforce in future. Capitalism Is Dead says Mark Benioff  According to a pricey new study on the state of the market for dedicated...

Understanding The Power Of Outcomes In Customer Success

Blog Customer success professionals all know that delivering business outcomes for customers is critical. I’d wager at least 90% of the CSMs who read that sentence would agree. If we dig below the surface what does it actually mean to say that outcomes are critical...

Can You Do The Fandango? Hiring Great CSMs

A while back I read a bunch of job ads as part of some research for an article I was writing. Below are just some of the requirements I’m sure I recall seeing mixed in with the more typical requirements: Astronaut Tour de France winner Accomplished jewel thief...
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