Building a true Customer Success Organization

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 toContinue reading “Building a true Customer Success Organization”

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 these companies Adobe Alfresco Software BMC Software ChurnZero Cisco Systems Customer Success Association Pro An education software maker eSpatial FDB (First Databank) Gainsight HewlettContinue reading “How Forrester Featured my Customer Health Score Formula”

Forrester Research to officially feature my Customer Success 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 onContinue reading “Forrester Research to officially feature my Customer Success Formula”

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 dilemmaContinue reading “Customer Health Score Formula”

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 killersContinue reading “Customer Success & Shelfware”

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” consistingContinue reading “Building a WW Digital Sales Strategy”

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, youContinue reading “Presenting to a CxO? Here is what you need to do!”

Your customer satisfaction is more important than your revenue!

“The Sales rep is always the gate opener, but the Customer Success Rep is the only 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 evenContinue reading “Your customer satisfaction is more important than your revenue!”

Face to face meetings and group performance

I had a nice chance last week of meeting more than 40 team members of my organization in a beautiful meeting facility in Germany, for continuous 5 days we have talked, laughed, worked and shared a lot of insights, then at the last day we checked hands wishing to see each other again next yearContinue reading “Face to face meetings and group performance”

Selecting the right support model for your organization

Selecting the right software solutions for your organization could be one of the most difficult decisions that any IT leader might take, as the market is usually very high on Enterprise IT solutions offerings yet low on deep knowledge or vertical analysis of choosing any of these solutions, however, after selecting the suitable solution, theContinue reading “Selecting the right support model for your organization”