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 29, 2019 | General, Miscellaneous |
A little nod to my developer friends who will all recognise themselves in this post and to all the CSMs who wish this could be different. Why Developer ETAs Are So...
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 18, 2019 | Customer Success |
Your next customer success superstar might be hanging out in the marketing department. Customer success management is the continuation of a thoughtful, personalised marketing journey. Customer success is all about extending a fantastic buying experience beyond the...
by Ian Robson | Jul 2, 2019 | Outcomes |
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...
by Ian Robson | May 23, 2019 | Hiring |
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...
by Ian Robson | May 16, 2019 | Organisation |
People who have heard of Nassim Nicholas Taleb usually know of him as the guy who popularised the use of the term “Black Swan” to describe hard to predict, extremely high impact events that lie outside the realm of normal expectation. Initially his focus was the...
by Ian Robson | Apr 29, 2019 | Outcomes |
Things move on. For a while measuring success was all about page views or user counts. Your bragging rights, and more importantly investor interest, was all about getting people onto your platform to do something, anything. In 2012 Marc Andreessen called for an end to...
by Ian Robson | Mar 5, 2019 | Foundations, Hiring |
It’s Time To Move Past Adoption. Customer Success Management is a fast developing profession that’s critical for any B2B SaaS company. As an emerging profession it can avoid the deep level of scrutiny that’s common in for example in Sales, or Marketing. We...
by Ian Robson | Feb 21, 2019 | Foundations |
Automation has a long and extraordinary history. You could argue it started with the wheel, the first piece of technology to dramatically improve human efficiency. The revolution it started continues at an ever accelerating pace so that today, for example, we can use...
