One of the first challenges for anyone new to Customer Success is getting to grips with the terminology. Much of it gets distilled into acronyms that teams rely on day to day. Below is a summary of the key acronyms used across Customer Success and related departments. Health & Retention Revenue Metrics Churn & Expansion … Read more
I’ve got some exciting news to share. I’ve been accepted onto the AWS New Voices 2026 program, and I’m honestly a bit over the moon about it. If you haven’t heard of it, AWS New Voices is a speaker development program run by Amazon Web Services. It’s designed to help people grow their public speaking … Read more
Recently, I had the privilege of speaking at Amazon Web Services’ London headquarters as part of the inaugural AWS London Well-Architected User Group. In a room filled with AWS enthusiasts, from academics to CTOs, I shared how the AWS Well-Architected Framework Review can be far more than a technical health check. When positioned correctly, it … Read more
Last week I had the privilege of speaking at #IoTLondon being held at BCS (The Chartered Institute for IT). Sharing the stage with Phil Steel from Octopus Energy and Max Park from Central Saint Martins. The first IoT event of 2026 drew a full house of people from across IoT. From hardware to software to … Read more
If you work in Sales, Marketing, Business Development, Customer Success or any role focused on attracting new customers, you’ll be familiar with the concept of the sales funnel. As the name suggests, it’s inspired by a physical funnel: wide at the top to capture as much as possible, narrowing down to a small spout where … Read more
Customer Success serves many purposes, fundamentally focusing on the customers desired outcomes in order to delight the customer, grow the customers account and mitigate the risk of churn. While a substantial focus is put onto progressing towards the realisation of customer outcomes, it’s important to remember that the journey is often just as important as … Read more