The Art Of Understanding

George Bernard Shaw once said: “The single biggest problem with communication is the illusion that it has taken place.” Or put another way, seeing something from your customer’s point of view is not the same as seeing it from your point of view. At the start of any...

More Segments Than A Chocolate Orange

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...

Understanding The Power Of Outcomes In Customer Success

Blog 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...

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...
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