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”
Category Archives: Customer Success
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”
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!”
Customer Success is now a must!
Shifting customer experience to new levels is a whole organizational strategic goal now, new customer approaches should be adopted where success managers continuously manage the relationship with the customer and coach/support all other account dealing stakeholders ( Sales, support, project management…etc) The sales function has a fluctuating scope that depends entirely on the sales pipeline, thus we seeContinue reading “Customer Success is now a must!”
Moe Nada 