How to remove a CSM from a customer and replace with Tech Touch?

How to remove a CSM from a customer and replace with Tech Touch?

A challenge many organisations face, especially those who are scaling quickly is just…; “How to remove a CSM from a customer and replace with Tech Touch?”. If you are a CSM, think about your customers and how would they react if they no longer had a direct line of communication with you. Your business is … Read more

Customer Success Resources

Customer Success Resources

This is a regularly updated list of Customer Success Resources. Please feel free to make suggestions. In a digital world with the advancements in cloud and networking technology, customers have more choice than ever. Gone (well nearly) are the days where a company would need to make an upfront cost and long term commitment when … Read more

How does marketing support Customer Success?

How does marketing support Customer Success?

I often describe Customer Success Journeys as being very much like a boat travelling down river. A river that has many stages, fast currents over rapids, slow straights, random boulders, changes in direction (from little meanders to u-turns) and with occasional choices in paths to take. The traveller understandably wants to get on in their … Read more