In 2014, Christopher Nolan came to the world with one of the best movies of all times that gathered 44 wins and 144 nominations, this movie was "Interstellar" To me, this was not just a brilliant movie, it is a life lesson and one of main sources of inspiration, passion and wisdom! For whom who... Continue Reading →
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 →
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 →
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, 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 →
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 →
