- January 22nd, 2017
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.
- November 14th, 2016
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.
- May 27th, 2016
There are many aspects of customer service that are often portrayed as more complicated than they really are. This happens in all industries; sometimes for good reason, but regularly it occurs unnecessarily.
- January 19th, 2016
I recently attended Pulse Europe 2015, the first European version of the increasingly successful Pulse conference normally hosted in San Francisco. It is sponsored by Gainsight who provide a Customer Success solution and much thought leadership around the growing trend of Customer Success.