The spectrum of advanced service from customer success to outcome based services
Kris Oldland, Marc Tatarsky and Steve Mason discuss why customer success should be viewed as part of a spectrum of ...
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Why we need to take the time to understand the challenges of all customer stakeholders
Kris Oldland, Marc Tatarsky and Steve Mason discuss the importance of establishing a strong understanding of the multiple stakeholders within ...
How adopting an Outside-In perspective can foster a genuine strategy for customer success
Kris Oldland, Marc Tatarsky and Steve Mason discus how Peter Drucker's famous Outside-In approach is an excellent tool for customer ...
How should we approach educating the customer to help drive their success?
Kris Oldland, Marc Tatarsky and Steve Mason discuss how we should approach the sometimes sensitive issue of needing to educate ...
Why customer success as a strategy is more akin to servitization than CSAT
Kris Oldland, Marc Tatarsky and Steve Mason discuss how customer success sits on a spectrum that also includes outcome-based services ...
Can customer success be defined in a horizontal industry like the field service sector?
Kris Oldland, Marc Tatarsky and Steve Mason discuss the challenges around defining customer success in a horizontal field such as ...
Think Tank Sessions Debrief: Defining Customer Success in the Field Service Sector
Kris Oldland, Marc Tatarsky and Steve Mason reflect on the key themes from a series of Field Service News Think ...
How will regulations drive digital transformation requirements for field service companies?
For us in the field service sector, there are many areas of regulation and governance that we must be aware ...
Why alignment with the client is the most critical aspect of the customer success approach
In this excerpt from the full-length, hour-long discussion the group discuss the importance of ensuring you have a firm alignment ...
Think Tank Sessions: Adapting the Organisation to Move Towards Customer Success
Think Tank Sessions: Adapting the Organisation to Move Towards Customer Success Living in an era of risk and instability, it ...
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