by Matt Rumins | Jul 29, 2020 | Outcomes, Stakeholders |
A desire to create relationships higher up in your customers is understandable and standard practice for many vendors. In this article we’ll examine the reasons for this desire and look at what’s needed to make sure it’s well executed. Let’s start with the common...
by Ian Robson | May 28, 2020 | Skills |
Most of us have heard of the 10,000 hours rule, made famous by Malcolm Gladwell in his book Outliers. The 10,000 Hours Argument Malcolm proposes that 10,000 hours of deliberate practice are needed to become world-class in any field. Deliberate practice by the way?...
by Ian Robson and Matt Rumins | May 11, 2020 | Conversation |
Conversations are endemic in business. Most of us have several, perhaps dozens every day. Some as simple as a catch up over coffee, some as complex as a full day discussion to assess and respond to a newly presented challenge. In the middle are the regular workplace...
by Ian Robson | Feb 27, 2020 | Customers, Foundations, Outcomes |
Want to dramatically improve the results you’re getting as a CSM? Before your next customer success conversation do the following. Get a big sheet of paper, split it into 5 columns. In column 1 list the Top 10 ways to improve delivery of value to the customer....
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 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...
