In August 16th, Forrester Research published an official report titled: "How To Build A Viable B2B Customer Health Assessment" In this Report, Forrester selected two formulas among a list of the companies Adobe Alfresco Software BMC Software ChurnZero Cisco Systems Customer Success Association Pro An education software maker eSpatial FDB (First Databank)... Continue Reading →

As per my previous post, I had a very interesting conversation with two senior analysts at Forrester Research over a trending topic now around customer success which is the Customer health/Success Formula In the past, we have seen a lot of efforts on sales and sales increments, and on the other side magnificent innovations on... Continue Reading →

I had a meeting with two senior Forrester research analysts for around one hour, the whole meeting focus was about how to think of a way to measure customers’ health from a customer success prospective. I have a model that I developed personally through my years of experience, I believe the model answers this dilemma... Continue Reading →

The larger the size of the organization gets, the higher the probability of encountering less utilized customer applications or totally unutilized applications (unused) Both ways, this is Shelf-ware! One of the ultimate goals of Customer Success function, is to make sure that customer’s environment is utilized at upmost standards, shelf-ware is one the silent killers... Continue Reading →

In this article I will demonstrate a top executive level design I made in 2016 for a WW Diginal software sales strategy, it was based on mainly six strategic directions (themes), this design lays the foundations for this Digital sales organization, subsequent programs and plans should be designed on later stages....this strategic map called "Hex-Go" consisting... Continue Reading →

One of the main work streams I have been doing for more than 10 years is escalations handling, this function is one that many like to avoid due to the huge pressure it brings! I was asked before by one of Marketing intelligence startups: How to warrant having a proper escalation management for our killing... Continue Reading →

For any customer facing role (whether sales, consultancy or service delivery..etc.), conducting face-to-face presentations is an integral part of your job! You might be meeting your customers on weekly or monthly basis, less or more! However, CxO presenting is something that most of us do not do with the same frequency, even if you do, you... Continue Reading →

“The Sales rep is always the gate opener, but the Customer Success Rep is the only the gate keeper!” Why? How? Here are the main points that I need to discuss about that Why customer experience is the most important aspect to consider Because simply, a bad experience will kill any sales achievements, bad product quality can... Continue Reading →