Delivering operational transformation without budget or headcount

In my last post, we discussed why headcount increase should be your last resort, because extra headcount costs money, and instead you can almost always improve on efficiency, automation and cross-skilling / up-skilling.  A lean operation is a well run operation, and in normal times, everything runs smoothly and your customers and people are happy. … Continue reading Delivering operational transformation without budget or headcount

Why headcount increase should always be your last resort

In a recent conversation with a well-respected local CEO, I was asked for my honest input into his company staffing model.  The question focused on whether he needed to increase headcount in the customer-facing teams in order to drive up the quality and calibre of his customer experience.  My provisional response was no, and he… Continue reading Why headcount increase should always be your last resort

Part 2 of 2: Three key factors to scale your customer success operation

In the last post, We went over the four core pillars required to build your customer success operation.  If you are struggling to see the value from your customer success function, it’s worth going back over each one to see what might be missing. Once you are confident that you have an effective customer success… Continue reading Part 2 of 2: Three key factors to scale your customer success operation

Part 1 of 2: The four pillars of customer success in SaaS

In a conversation that started out amongst a couple of colleagues, but spilled over into web chats with peers on LinkedIn, I was attempting to bring simplicity and clarity to an often-asked question – what do you need to get a customer success function up and running?  Of course, I could spend a whole article… Continue reading Part 1 of 2: The four pillars of customer success in SaaS

5 reasons SaaS trials and pilots fail

SaaS businesses have by and large been built on a premise that they meet a need of a company or individual, and that once the company or individual gets a taste for the product, it will deliver enough value to keep them paying for it. The barrier of course is getting someone to try your… Continue reading 5 reasons SaaS trials and pilots fail

Part 3/3: Core elements you need for your customer communication quadrant

In my previous two posts, I introduced the concept of the customer communication quadrant, representing the four most significant reasons for your to interact with your customers, and integrating with the four most significant business levers.  Having considered the four by four factors, hopefully now you understand the diagram – the arrow indicates the level… Continue reading Part 3/3: Core elements you need for your customer communication quadrant

Part 2/3: Core elements you need for your customer communication quadrant

In my previous post, I introduced the concept of the customer communication quadrant, representing the four core reasons for a customer to interact with a business, and the four business levers this impacts.  I walked through the level of importance for the business levers on the first two factors, Connect and Resolve, so this post… Continue reading Part 2/3: Core elements you need for your customer communication quadrant

Part 1/3: Core elements you need for your customer communication quadrant

As someone who has worked with and managed most customer-facing functions in my career, I’ve developed a reasonable understanding of each department’s needs to communicate with customers, and the outcomes that they would define as successful from this communication.  Marketing, sales, success, support, retention and account management all “need” to interact with customers.  What starts… Continue reading Part 1/3: Core elements you need for your customer communication quadrant

Is your AI chatbot just a dumb IVR call tree?

Most businesses are struggling to cope with the pressures of Covid-19 – few if any had planned for scenariuos such as Covid-19 in their operating model.  Long wait times for customers, poor or incomplete responses or simply shutting off customer access to support are a few of the worst ways businesses are responding.  But a… Continue reading Is your AI chatbot just a dumb IVR call tree?

4 ways Covid-19 has changed the way I’ll travel in future

During my lifetime, nothing has been as disruptive on our daily lives as the Covid-19 crisis. As a global pandemic, at some point, every citizen on earth will be faced with some change (albeit temporary) to the way they live their lives. It’s been huge, unnerving and destabilising – and travel, and more broadly the… Continue reading 4 ways Covid-19 has changed the way I’ll travel in future