Outcomes Are Forever

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 and if...

So How Many More CSMs Do We Need?

Scaling any function is a challenge. As a team grows we need to find and hire great people, decide how to re-organise and re-focus as we grow, adjust to the challenges of managing ever larger numbers of people, and adapt our plans when things don’t turn out as we...

The Why Of Scaling Customer Success

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...

Outcomes From A Customer Success Focus

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...
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