Think Tank Sessions: Adapting the Organisation to Move Towards Customer Success Living in an era of risk and instability, it is more important than ever to ensure that the business can adapt to change, whether this is done through organisational structure, technology or transparency – or indeed a mix of all three. As we...

Think Tank Session: Why Customer Success Matters By pro-actively eliminating potential customer problems and pro-actively fixing those that arise, customer success gives your business a better chance at retaining customers and driving revenue. To do this, it’s vital first to understand what customer success actually looks...

Think Tank Sessions: Alignment with the Client to Acheive Customer Success The most crucial aspect of establishing an effective route to customer success-based models is identifying the multiple pain points of different personas within your clients’ organisation. Often, these pain points may conflict with each other, and...

Think Tank Sessions: Educating the Client to Succeed with Customer Success Educating the client may seem odd, but it can often be the case that they don’t even realise they have a problem, or there may be areas that you can help improve efficiency. As experts in your field, it’s highly likely that your clients don’t know...

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...

Think Tank Sessions: Different Drivers for Customer Success The approach to dealing with the shift towards customer success models will, of course, vary from organisation to organisation.   To enable field service organisations to move towards customer success, we must first understand the different success drivers for both the...