Customer Success: Attitudes to Training, Certification & CPD

Customer Success is about three things: people, leadership, and change. In that order. There is a lot of writing available on the principles and mechanics of Customer Success. There is also quite an inventory at a conceptional level on customer-centered businesses and customer focus. This is great, but what’s often missing is how to develop our people, how to reframe leadership, and how to systematically apply change management strategies, all in the service of Customer Success.

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What the Strategic CCO Should be Focused On

Most CCOs who struggle at the enterprise level do so because they’re too tactical and process-oriented. They haven’t developed the strategic, long-term company and departmental vision required of top executives. CCOs who are too tactical have a tough time both engaging with their executive peers, and working through what their role entails versus the Sales or Marketing org.

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Delivering Business Outcomes

How to Help Your Customers Realize Value A Four-Part Series Jeb Dasteel | Amir Hartman This is the first article in a four-part series on value realization and the subscription economy, where nearly any product can be delivered as-a-service. In this setting, helping customers realize and measure the value they have attained is more important

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You Really Do Need a Customer Strategy

Organizations of all sizes and across all industries are under pressure to further digitize and improve their customers’ experience. Unifying the customer experience across channels is a rallying cry against threats from competitors who are faster and more innovative. Developing new strategies is further complicated by confusing and conflicting concepts such as CustomerExperience, Customer Success,

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3 Areas Where CCOs and CIOs Can Partner To Build Competitive Advantage

We continue to see the role of the Chief Customer Officer (CCO) evolve. While in the past, we saw the CCO role primarily defined as improving customer experience and championing a customer centric approach, CCOs today play a critical role in shaping customer strategy, driving customer growth, engagement, retention, and advocacy across all levels of

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It’s Time to Rethink Employee Engagement Benchmarking

“Wait, is that good?” That’s usually the first question that comes to mind when we get employee engagement survey results. Instinctively, our next step is to look for benchmarks. Unfortunately, comparing your engagement scores to other companies’ (even if they share your industry or headcount) isn’t as useful as you might think. As HR consultant

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