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
Enrico Leopardi becomes OverIT’s new Senior Vice President Sales EMEA
OverIT announced the appointment of Enrico Leopardi as Senior VP Sales EMEA. He will lead the company’s EMEA sales organization,...
Think Tank Sessions Debrief: Defining Customer Success in 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.
Comparative Analysis: Seven key takeaways when comparing the UK to the rest of the world
Seven Key Takeaways when comparing the UK to the rest of the world In the final article from our series of comparative analyses across a...
Comparative Analysis: Reactive, Proactive, Advanced and the Future of the Field Workforce
Reactive, Proactive, Advanced and the Future of the Field Workforce In the next in our series of comparative analyses across a global study...
OverIT, Your #1 Digital Partner Choice for Infrastructure
The economies of the world have reached a turning point, seeing the unfortunate loss of lives, affected health, and the mass impact of poor...
