How Forrester Featured my Customer Health Score Formula

In August 16th 2017, 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) Gainsight Hewlett... Continue Reading →

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Customer Health Score Formula

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 →

Customer Success & Shelfware

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 →

Building a WW Digital Sales Strategy

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 →

Escalation Management, further more!

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 →

Presenting to a CxO? Here is what you need to do!

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 →

Circular Economy and Business Process Modeling

**Please check an updated version of this article on my LinkedIn Pule page here In the past years we have seen many changes in how organizations moderate their business models to cope with the constantly changing market needs, powered by the evolution of technology and quality management. As a result of that, some concepts have been dramatically... Continue Reading →

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