Throughout my whole career I have always placed a huge element on building relationships with the clients I work with. Taking time to listen to understand the problem, need or want and ensure it is encapsulated in metrics as the objective and there upon delivered.
It is that natural draw to build relationships combined with the desire to do good with tech and assist people to reach their maximum potential that drew me to the field of Customer Success.
Customer Success allows me to work closely with clients while also utilising my other subject areas: Project Management, Data Analytics, Digital Transformation, Software, Cloud and Tech.
As a Certified Customer Success Manager (CCSM) over the last decade I have hade the proud opportunity to work with a wide variety of clients from Sole Traders, rapid growth starts up through to Fortune 500 Global Organisations.
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
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
Communication is critical in all facets of life. Project Management and Customer Success is no different. Communication keeps stakeholders informed, builds relationships, helps identify risk, surfaces and remediates frustration and highlights new business opportunities. That being said, if it delivers little value or comes in high quantities, it can also result in frustration, even worse … Read more
Event’s specific to your business vertical are great opportunities to not only meet new prospects for your Sales and Marketing teams, but also ideal scenarios for your Customer Success team to catch up with existing customers. It is a strategy that I have used for a number of years in multiple sectors and works really … Read more
Recently I was asked to contribute to Update AI’s Customer Success Spotlight – Customer Onboarding. I thought I would take the opportunity to share my overview here. Update AI – Customer Success Spotlight Depending on the organisation, the project, and the customer, as a CSM you may or may not have had some interaction with … Read more
This week saw Gainsight’s annual Pulse Everywhere Conference take place. This year broadcasting virtually August Hall, San Fransisco. The conference is usually a physical 3 days event but due to the Covid-19 pandemic, the event was digital. With the exception of a small audience at August Hall where the keynote speeches were broadcast live from. … Read more