Google versus Apple versus Microsoft Customer Experience

In the run up to Christmas, my posts were rather serious and so to wrap up the year, I thought I’d share my personal experiences as a customer, highlighting who nailed it and who missed the mark, and why it wasn’t quite what I expected.  Whilst I love my tech & gadgets, I’m not a… Continue reading Google versus Apple versus Microsoft Customer Experience

Customer Success Strategy: Part 3

The third and final part of my blog comes from snowy Kajaani, in Finnish Lapland, wrapping up the series of three posts on customer success strategy for 2016.  In this final post in the series on building your customer success strategy for 2016, it’s time to face customer success leaders’ demon – Monetise.  As a reminder, I suggest… Continue reading Customer Success Strategy: Part 3

Customer Success Strategy: Part 2

So hopefully your customer success strategy for 2016-7 is well underway.  In the second of three post, I wanted to share my approach on how I’ve built my customer success strategy for next year.  As a reminder, I suggest that a customer strategy can generally be split into three primary activities: Acquire: find new customers Retain:… Continue reading Customer Success Strategy: Part 2

Customer Success Strategy: Part 1

Over the next three weeks, I thought it would be useful to share my thoughts and experiences on building a customer success strategy.  It’s so important to lift our heads and look forward before we get dragged back down into the detail of our daily jobs.  As 2015 draws to a close, take some time… Continue reading Customer Success Strategy: Part 1