by Ian Robson | Feb 13, 2020 | Foundations |
There is a school of thought that most gains in the gym come from the time your muscles spend under tension. According to this theory lots of reps won’t move the needle much: to improve you need to safely work your muscles under tension as much as possible. At...
by Ian Robson | Feb 12, 2020 | Customer Success, Organisation |
If you are making changes in the way you deliver customer success and you’re making things more rather than less complex it might be time to stop and re-evaluate. If something takes a long time to learn or develop it’s usually complex. And if something is...
by Ian Robson | Feb 11, 2020 | Organisation |
Here’s a short list of things that make customer success complex, interesting and hard to get exactly right. Each customer is different and usually wants different results. Each customer usually has multiple stakeholders, each with their own priorities. Getting...
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 | 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 | Jan 9, 2020 | General, Persuasion |
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...
by Ian Robson | Jan 8, 2020 | Customer Success, Foundations |
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?...
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...
