01 · Topic
The subscription model moved revenue from the sale to the whole customer relationship – and exposed gaps no function covered. On the background to Customer Success and the problems the discipline was established to solve.
Customer Support and Customer Success overlap, but have different missions, goals and responsibilities. A nuanced review of the differences, the collaboration and why job titles can mislead.
Not every company needs a Customer Success department. On the characteristics that make the discipline important, a simple decision path, and when the right answer is a better product or better onboarding instead.
From Customer Success Specialist to VP Customer Success: what the roles typically involve, how they differ, and why the same title can mean very different things.
Strategy, operating model, segmentation, retention, data and leadership: a review of what a Customer Success leader is responsible for – and why the role varies so much.
How customers achieve what they bought the product to achieve – and why that is the foundation for renewal, loyalty and growth.
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Retention, churn, NRR, customer health and attribution: how to measure the value of Customer Success without fooling yourself.
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Customer Success for many customers: segmentation, digital customer journeys, behavioural signals and automation that actually helps.
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