#PulseEurope – Raising the profile of Customer Success

Yesterday I attended Gainsight’s #PulseEurope conference in London.  There was a lot of excellent speakers and panellists (yes, I wad one of them!) and a plethora of discussions, ideas and debates around the power of customer success and how critical it is to businesses today.  Let’s start with a really, really, really powerful figure that you… Continue reading #PulseEurope – Raising the profile of Customer Success

You can’t love customers if you don’t love being a customer

Last Thursday, I was more excited than a kid on Christmas Eve.  Having rushed from a conference in Central London, I arrived at Heathrow Airport bursting with excitement and anticipation.  As the time for boarding drew nearer, I felt light-headed and tingly, and as I stood waiting to board Finnair’s brand new A350, I knew… Continue reading You can’t love customers if you don’t love being a customer

The Subscription Economy: what do your customers want?

Last week, I was fortunate enough to hear Tien Tzuo, founder from Zuora speak at a conference.  He’s a real visionary, and in fact he coined the phrase “Subscription Economy”.  Hearing him explain what it means, bringing to life the concept really hammered home the need for every single business to sit up and listen.… Continue reading The Subscription Economy: what do your customers want?

Business Basics: Differences in B2C and B2B SaaS Service Delivery

I’ve recently had a couple of conversations on the key differences in servicing SaaS customers (clients) in B2B environments, versus customers in B2C environments, and what to consider when moving from B2B to B2C.  So many similarities, and yet a few notable differences.  In this post, I thought it would be interesting to go right back to basics… Continue reading Business Basics: Differences in B2C and B2B SaaS Service Delivery

Customer Experience Touchpoints – 5 tips on managing change

Modern businesses change often and rapidly.  What you focused on 12 months ago will often evolve into a new perspective a year later.  It’s really important for customer experience practitioners to acknowledge and embrace change and ensure that the customer journey for which they are responsible evolves in line with product and business requirements.  Failing… Continue reading Customer Experience Touchpoints – 5 tips on managing change