Embedding the success process in the product is the future of customer success. Read the what, why and how of product-led CS
CSM’s as project managers
Effective CSM’s take an active role in managing their customers’ projects. In this guest article, Dave Duke of High Alpha explores the many
Building your consulting business
On three separate occasions, I have left paid employment and set up my own consulting business. As a result, I have been
How Linky Brains Work
Linky Brains is a new topic that has taken off on LinkedIn – #linkybrains kick-started by Doug Scott. I think I am
A to Z of Customer Success
A bit of fun! Artificial intelligence. Including machine learning, the technologies that are going to make the biggest impact on CS over
Balancing people and product for profitable growth
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
Building a sticky B2B SaaS business
SaaS = Success as software The importance of retention to a B2B SaaS product is well understood. Typically, a company thinks about
CS2.0 – what’s it all about?
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
12 Ways to Get Smarter in One Infographic
Highlighting and breaking down the 12 most useful and universal mental models that will make you smarter and more productive. Source: 12
4 Reasons Customers Quit Drift in 2017
Not many companies talk about why customers churn but this article explores the issues facing one company and what they are doing
Customer Health Workbook
For all that attended my session on building a customer health score at Pulse Europe 17, thank you. Here is the link
The robots are coming
AI is going to make a significant difference to customer success and sooner than most people think. This blog explores how AI
Is there a role for CS software in CS2.0?
With the growth of product-led customer success, what if anything, is the future of software designed to support CS teams?
Does CS 2.0 mean the end of CSM’s?
I developed the ideas under the banner CS2.0 because I felt most SaaS companies were using old approaches to fill gaps caused
Leading Customer Success into the future 5 key questions for CS leaders
The role of the leader places particular responsibilities on the post holder. One that all too often gets addressed poorly is
The Performance Economy is coming How blockchain will change customer success
Customer success, if done well, does exactly as it says on the tin: it makes customers successful. But what is success