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

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photo of employee serves coffee to customer

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

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