Outcomes Are Forever

Outcomes Are Forever

Delivering and demonstrating value to customers is probably the single highest item on the agenda of every customer success professional. The language we use to talk about this includes ‘business outcomes’ a phrase which encapsulates a core customer...
So How Many More CSMs Do We Need?

So How Many More CSMs Do We Need?

Scaling a customer success function, like any other, presents a number of challenges. It’s useful to have a clear model in mind that helps optimise for your segmentation strategy, engagement models, team size and crucially customer outcomes. Nature provides a...
The Why Of Scaling Customer Success

The Why Of Scaling Customer Success

  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...
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...
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