What are your customer’s desired outcomes?

Any student of Customer Success should know the definition of Customer Success from Lincoln Murphy: Customer Success is when customers achieve their Desired Outcomes through their interactions with your company. Nice and simple. Lincoln and others have explored this concept in lots of detail, and the Desired Outcome boils down to two different parts: RequiredContinue reading “What are your customer’s desired outcomes?”

Business agility

Agile is not new! Although if you listen to many current business leaders it is the latest in innovative thinking that will save the world and their business. They are partially right, but it’s not new. Agile was “born” in early 2001 at a small gathering of software development pioneers in Utah. Out of thisContinue reading “Business agility”

What is Customer Success?

Over the last few years, I have been working at the Head of Customer Success, which for many might seem a strange change of pace from the HR Technology Consultant/Expert/Whatever. However, it is not that far from what I had been doing. A lot of my career had been spent in project delivery roles ofContinue reading “What is Customer Success?”