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...
by Ian Robson | Feb 7, 2019 | Foundations
The fundamental scaling challenge facing a customer success function is relatively simple to state. “How do we provide the most effective guidance and support to all of the appropriate stakeholders across our customer base using the most cost efficient engagement...
by Ian Robson | Dec 5, 2018 | Foundations, Hiring
As was pointed out when I asked for input to this article on LinkedIn, the environment a CSM operates within is as important to their success as the skills, experience and characteristics they themselves bring to the role. So, before you can answer questions about the...
by Ian Robson | Oct 25, 2018 | Persuasion
The word persuasion makes some people nervous. It can be confused with manipulation and the idea of that makes them uncomfortable. And while manipulation happens constantly and some people are shameless in its use it is nonetheless the case that the world runs on...
by Ian Robson | Oct 15, 2018 | Foundations
These metrics are simple to grasp and relatively easy to measure. What’s more interesting is where they fit within a Customer Success function and when it’s appropriate to make them part of a CSM’s role description. Expansion Revenue Expansion very simply is the net...
by Ian Robson | Sep 27, 2018 | Foundations
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 outcomes unless you’ve been through a...
