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... Continue Reading →

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... Continue Reading →

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... Continue Reading →

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  

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 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.

With the growth of product-led customer success, what if anything, is the future of software designed to support CS teams?

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