Customer Success: It Takes A Village

Recently I was in a meeting discussing a customer that had been particularly slow to adopt our solution and someone said to me “Isn’t that your job?” and for a moment I felt personally culpable for the failure of a speedy time-to-value for customer X.

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Your chair exists within a room

Lola Oyelayo was formerly Director of Strategy & User Experience at Head, and a few weeks ago I was lucky enough to see her excellent talk on Wicked Problems at NUX5. I was even luckier to have the opportunity to chat to her the evening before about how designers can tackle complex problems in digital projects.

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What is customer success?

You may have come across the term Customer Success, and perhaps you thought it was a new concept, or a rehashing of an old concept, or just the latest business fad? In the following the post, I will debunk two of the most common misconceptions about what Customer Success is and then give you my opinion of what Customer Success should, and could be.

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