Kris Oldland, Marc Tatarsky and Steve Mason discuss why customer success should be viewed as part of a spectrum of advanced services
Kris Oldland, Marc Tatarsky and Steve Mason discuss the importance of establishing a strong understanding of the multiple stakeholders within the customer
Kris Oldland, Marc Tatarsky and Steve Mason discus how Peter Drucker’s famous Outside-In approach is an excellent tool for customer success models.
Kris Oldland, Marc Tatarsky and Steve Mason discuss how we should approach the sometimes sensitive issue of needing to educate our customers
Kris Oldland, Marc Tatarsky and Steve Mason discuss how customer success sits on a spectrum that also includes outcome-based services and servitization
Kris Oldland, Marc Tatarsky and Steve Mason discuss the challenges around defining customer success in a horizontal field such as the field service sector
Kris Oldland, Marc Tatarsky and Steve Mason reflect on the key themes from a series of Field Service News Think Tank sessions on customer success.
Are we only just starting to scratch the surface of what we can achieve with connected field service?
How much further can we go with the effective use of asset data driving a true revolution in field service operations, and what are the barriers holding us back?
In this excerpt from the full-length, hour-long discussion the group discuss the importance of ensuring you have a firm alignment with the customer and a detailed understanding of the various goals within their organisation at the heart of the customer success model.
Think Tank Sessions: Effective Client Interaction is Central to Customer Success Taking the lead to help drive clients towards customer success can only be done with effective interaction. Successful client communication is crucial because it establishes and maintains trust between the client and your organisation. It helps limit...