One of the main challenges with Customer Success function is how it can be positioned within the Eco-System of the current organizational structure? how it can add a new value without affecting the current cost stream? how the reporting lines should align in order to orchestrate properly? Well, to answer the question of how to … Continue reading Building a true Customer Success Organization
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 these 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 How Forrester Featured my Customer Health Score Formula
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 Forrester Research to officially feature my Customer Success 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 Health Score Formula
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 Customer Success & Shelfware
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 Building a WW Digital Sales Strategy
One of the main work streams I have been doing for more than 10 years is escalations handling, its a function that many like to avoid due to the huge pressure it entails! I was asked before by one of Marketing intelligence startups: How to warrant having a proper escalation management for our killing issues … Continue reading Escalation Management, further more!