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.
The success of many businesses is largely dependent on how well their product is adopted. Often companies, particularly Account Manager’s will engage with key stakeholders and key decision-makers. But not necessarily the end-users. This is often a result of business legacy. A relationship was made with the key stakeholders and decision-makers during the sales process. … Read more
As Customer Success Manager‘s we thrive on happy and successful customers. We do our utmost to speak regularly with our customers and pick up on any dissatisfaction they have with our product or service. However, as much as we would like to, it might not be possible to regularly speak to every customer. That is … Read more
A challenge many organisations face, especially those who are scaling quickly is just…; “How to remove a CSM from a customer and replace with Tech Touch?”. If you are a CSM, think about your customers and how would they react if they no longer had a direct line of communication with you. Your business is … Read more
This is a regularly updated list of Customer Success Resources. Please feel free to make suggestions. In a digital world with the advancements in cloud and networking technology, customers have more choice than ever. Gone (well nearly) are the days where a company would need to make an upfront cost and long term commitment when … Read more
I often describe Customer Success Journeys as being very much like a boat travelling down river. A river that has many stages, fast currents over rapids, slow straights, random boulders, changes in direction (from little meanders to u-turns) and with occasional choices in paths to take. The traveller understandably wants to get on in their … Read more
The phrase ‘Bill Shock’ was first coined in 2010 and described the reaction a person got when they received a mobile phone bill, much higher than they were expecting. In recent years with the increase of subscription and consumption based pricing, the phrase has migrated over to SaaS. But you can avoid bill shock with … Read more