by Ian Robson | Feb 7, 2019 | Foundations
Efficiently scaling your success team to deliver increasingly valuable customer outcomes and higher levels of satisfaction is an ever more critical capability for SaaS companies to master. Delivering customer outcomes and satisfaction at scale will drive...
by Ian Robson | Dec 5, 2018 | Foundations, Hiring
Customer Success Management is exploding. Originally the preserve of forward thinking B2B SaaS companies, CSMs are sweeping across the corporate landscape like a superhero virus, infecting companies with hitherto unknown customer facing super powers. Building a CSM...
by Ian Robson | Oct 25, 2018 | Persuasion
I’d argue that in customer success being persuasive isn’t just an asset it’s a necessity. Furthermore, if you are selling disruptive technology then you are asking customers to change, something to which most will have some level of resistance. In such cases not only...
by Ian Robson | Oct 15, 2018 | Foundations
If value realisation, renewals and customer satisfaction are the foundation of customer success, expansion and growing rates of advocacy are the glamorous building standing on those foundations. You can’t have latter without the former but truly successful customer...
by Ian Robson | Sep 27, 2018 | Foundations
Reading time 6 minutes 45 seconds! Customer success is best seen as a company responsibility rather than as something owned by a function even if much of the day to day direct execution rests with the CSM team. It’s hard therefore to fully define customer success...
