Planning for Product Adoption – The First Two Steps
Introduction Depending upon the product (or service) in question, full product adoption can be a potentially quite complex and even
A New Approach to Scaling Customer Success – Part 2
Customer Centricity Instead of Supplier Centricity The question we posed at the end of Part One is whether or not
A New Approach to Scaling Customer Success – Part 1
Introduction I was recently given the opportunity to talk to the delegates at the Customer Success Association’s 2019 European SuccessCon
The Customer Success Handover
Overview Of course every customer and each customer engagement will be somewhat different, but whilst there will be variation in
Uncovering the Hidden Financial Value of Indirect Benefits
Introduction I was recently given the opportunity to talk to the delegates at the Customer Success Association’s 2019 European SuccessCon
“Culture Fit” or “Culture Add”?
Introduction Not long ago I posted an image on LinkedIn that had a list of fourteen personal skills, traits and
Problem Solving 101 for CSMs
What if the Value is Not Being Attained? One of the key duties for CSMs during Phase 6: Value Realization
Presenting Financial Performance Information
Reporting on Financial Value Realization It's my belief that business consulting and financial reporting should be a normal part of
The CSM Personal Evaluation Tool
Context This article is lifted pretty much word-for-word from Module Nine of my upcoming "Certified CSM Professional" training and certification
Customer Success Engagement Evaluation
Customer Success Engagement Evaluation Why Evaluate What We Do? In Customer Success as in so many other professions it’s