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

Expectation Management – 6 simple reasons why it fails

You’re stood waiting at the supermarket checkout – you thought you were winning when you found a queue with only a couple of people in it, but it seems like the cashier is on go slow.  Just as you start to unload the shopping from the trolley, the cashier plonks down a big “Sorry, we’re… Continue reading Expectation Management – 6 simple reasons why it fails

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

4 tips on managing the “reality gap”

Anyone who has ever worked in a customer or client facing role will have faced many, many challenges.  Dealing with customers is a calling, not a career choice made by most.  For the most part, people who chose to be in a customer facing role want to help, and are adept at using their soft… Continue reading 4 tips on managing the “reality gap”

Blog # 250: Re-visiting the golden rules of customer journey mapping

I can’t believe that for the past 250 weeks, I have without fail (except the week of Christmas), published a blog post.  It seems incredible that I have that much content and creativity within me!   For this momentous occasion, I decided to re-visit one of my earliest articles, to determine how much has changed in… Continue reading Blog # 250: Re-visiting the golden rules of customer journey mapping

5 factors on what it takes to deliver premium service over standard service

In a recent post, I asked the question, “Should premium products come with premium service?”  I concluded that this would very much depended on what your product and marketing teams committed to your customer.  So if your business does positively  promote premium / luxury / high end service as part of your product or service,… Continue reading 5 factors on what it takes to deliver premium service over standard service