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

4 barriers to sales and success working together – and how to fix them!

In recent discussions with a number of businesses, the thorny topic of the relationship between sales and success has been raised.  In a flawless model, both teams work in unison to discover a prospect, identify their need, propose a solution, close the deal and drive product adoption through to customer advocacy.  All too often, conflicting… Continue reading 4 barriers to sales and success working together – and how to fix them!

So you’ve created a customer success team – now what?

If you are in the business of keeping customers, in particular, if you’re a SaaS business, you’ve probably got a customer success team.  There are some cracking blogs and guides out there – check out articles from Jeanne Bliss for inspiration, Gainsight for the system, Blue Nose for insight and For Entrepreneurs for meaningful metrics.  In fact, there’s a HUGE… Continue reading So you’ve created a customer success team – now what?

#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