The spectrum of advanced service from customer success to outcome based services
Kris Oldland, Marc Tatarsky and Steve Mason discuss why customer success should be viewed as part of a spectrum of advanced services
Why we need to take the time to understand the challenges of all customer stakeholders
Kris Oldland, Marc Tatarsky and Steve Mason discuss the importance of establishing a strong understanding of the multiple stakeholders within the customer
Why alignment with the client is the most critical aspect of the customer success approach
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.
How adopting an Outside-In perspective can foster a genuine strategy for customer success
Kris Oldland, Marc Tatarsky and Steve Mason discus how Peter Drucker’s famous Outside-In approach is an excellent tool for customer success models.
How should we approach educating the customer to help drive their success?
Kris Oldland, Marc Tatarsky and Steve Mason discuss how we should approach the sometimes sensitive issue of needing to educate our customers
Why customer success as a strategy is more akin to servitization than CSAT
Kris Oldland, Marc Tatarsky and Steve Mason discuss how customer success sits on a spectrum that also includes outcome-based services and servitization
Can customer success be defined in a horizontal industry like the field service sector?
Kris Oldland, Marc Tatarsky and Steve Mason discuss the challenges around defining customer success in a horizontal field such as the field service sector
Why Do Some Service Organisations Have That Spark of Ingenuity in their DNA?
Why Do Some Service Organisations Have That Spark of Ingenuity in their DNA? In October 2021, Field Service News hosted the inaugural...
Is Transparency the Key Factor in Establishing Genuine Partnership-Based Relationships?
Is Transparency the Key Factor in Establishing Genuine Partnership-Based Relationships? In October 2021, Field Service News hosted the...
Why Digital Transformation Is Continuous Improvement Methodology
Chris Craggs, CEO of MCFT, discusses digital transformation and outlines how the solution his company developed is based both on customer needs and operational needs.
