It is widely accepted that customer success starts with product and sales. I have covered product here and now I want to
Product first; team second – if at all: Building products for customer success
Product is one of the biggest gaps between theory and practice when it comes to customer success. The problem in most companies
Managing time by managing your monkeys
Published in 1974, the second most popular article in Harvard Business Review sets out to help managers manage their time. I have
Onboarding: The Key to Retention for SaaS Companies | Strikedeck | Transforming Customer Success
Source: Onboarding: The Key to Retention for SaaS Companies | Strikedeck | Transforming Customer Success Why it is vital to make the
Onboarding: The Key to Retention for SaaS Companies | Strikedeck | Transforming Customer Success
Source: Onboarding: The Key to Retention for SaaS Companies | Strikedeck | Transforming Customer Success
Are customer journey maps the wrong path to success?
From the provocative title you might think I do not believe in customer focus. Nothing could be further from the truth! I
Sorry, Uber. Customer Service Ratings Cannot Replace Managers – Fortune
Can customer feedback replace managers? This provocative article suggests that crowd-sourcing management is not always a good idea. Sorry, Uber. Customer Service
Changing culture for customer focus
Building customer focus is a challenge because it touches almost, if not all, the company. TheCustomer.Co has developed the Customer Fit Model to
Are you sitting at the kids table?
Co-written by David Jackson & Michael Starr, Principal, Strativity Remember those family events where the adults sit at one table and discuss grownup subjects, while the
Why Consumer Intent Is More Powerful Than Demographics – Think with Google
If, like me, you think understanding the customer really matters, you should read this. I have longed believe that when it comes
The future of CX revisited
In 2004 I contributed to an article based on a survey of senior business leaders around the world into key trends in
New Wisdom for Voice of the Customer
Thought provoking piece from Lyn Hunsaker. Most VoC programs could do with a spring clean – so why not start early by
Ten ways to use feedback to improve performance
#10 Reduce acquisition costs by identifying & leveraging advocates on social media. #9 Use the voice of the customer
What is B2B Sales Excellence in the Customer Age? Hint: Not Just a Numbers Game
Bob Apollo is one of the people I turn to when looking for ideas around sales. This post from him (via CustomerThink)
Can technology create customer delight? Global #CX experts weigh in! | CustomerThink
Can technology create customer delight? Global #CX experts weigh in! Bob Thompson, Editor of CustomerThink asked a number of CX thinkers for
How Leaders Should Ground Business Strategy in Customer Success | CustomerThink
How Leaders Should Ground Business Strategy in Customer Success Setting business strategy is as critical to an organization’s success as having delighted