Linky Brains is a new topic that has taken off on LinkedIn – #linkybrains kick-started by Doug Scott. I think I am a linkybrain and this is a contribution to the discussion. Is it relevant to customer success? Yes, new ideas are needed everywhere. I am not a doctor or a brain scientist but I… Read More
A bit of fun! Artificial intelligence. Including machine learning, the technologies that are going to make the biggest impact on CS over the next five years. Best practices. How successful companies with you ideal customer profile address the challenges your product addresses. Context. The customer’s current situation – the starting point for your advice and… Read More
This blog is a summary of an upcoming e-book “Product-led Customer Success”. As CEO of Clicktools, one of the UK’s first SaaS companies, I was always seeking better ways to deliver profitable growth. I have been an advocate of customer focus since the late 80’s: actions therefore were always based on the premise that what… Read More
SaaS = Success as software The importance of retention to a B2B SaaS product is well understood. Typically, a company thinks about building a customer success team to address churn when product/market fit and scalable acquisition have been mastered. I fundamentally disagree with both the timing and approach. Retention is so vital to growth, and… Read More
Delighted to be the person to kick-off Successly’s 2018 video program where I explain the need for product-led customer success. I am currently compiling thoughts and examples into an e-book, which I hope to complete early Q2. Think your company could be a case study? https://www.youtube.com/watch?v=EComSiCKF34
Highlighting and breaking down the 12 most useful and universal mental models that will make you smarter and more productive. Source: 12 Ways to Get Smarter in One Infographic
Not many companies talk about why customers churn but this article explores the issues facing one company and what they are doing about it. A refreshing approach worth considering. Source: 4 Reasons Customers Quit Drift in 2017
For all that attended my session on building a customer health score at Pulse Europe 17, thank you. Here is the link to the workbook.
AI is going to make a significant difference to customer success and sooner than most people think.
This blog explores how AI will impact customer success. Read More
With the growth of product-led customer success, what if anything, is the future of software designed to support CS teams? Read More