Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran. My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading How to collaborate more successfully (and why it matters!)
This post is neither a sales pitch for my services, nor a rant about the gaps in customer success – but it is a wake up call to many business who are currently facing a customer success gap. I’ve had many conversations with businesses big and small, across a number of countries in Europe and… Continue reading What are you doing about the customer success gap?
When recruiting for customer-facing roles, I long ago fell in love with role-playing as a means to measure certain skills. Maybe it’s the inner drama queen in me, but allowing a potential new recruit to demonstrate their customer centric soft skills before I offered them the job was a good thing. And it certainly served… Continue reading 4 role-plays mistakes to avoid when recruiting