The Best CSMs Are Thoroughbreds Not Pack Horses

The Best CSMs Are Thoroughbreds Not Pack Horses

CSMs are increasingly seen as broad utility players in an organisation. Responsibilities can include pre-sales, sales, implementation, support and training. These are all often considered good uses of a CSM’s time in addition to their responsibilities for the success...
Is It Time To Call Time On NPS?

Is It Time To Call Time On NPS?

NPS works great in the B2C world, it’s near real time, it’s broadly drawn and it’s super simple to collect. In B2B not so much, it all too often arrives too late, comes from too few respondents and requires too much effort. Is it time to call time on NPS or can it be...
Outcomes From A Customer Success Focus

Outcomes From A Customer Success Focus

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...
Customer Success Management Basics

Customer Success Management Basics

Reading time 4 ½ minutes Why Such A Straightforward Post? It’s easy to assume if you are a practitioner or familiar with Customer Success Management (CSM) that everyone understands the term and the specifics of how it’s defined. After all, the title surely explains...
What to expect from this blog.

What to expect from this blog.

In short a variety of posts on a variety of topics. Many will be on customer success topics as I plan to freely share the ideas, knowledge and experience I have accumulated over the last 20 years or so as both a Siebel Technical Account Manager (an early forerunner of...
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