Month: December 2020
Customer Onboarding Framework
Photo by Pixabay I had earlier posted a two part article ( Part 1, Part 2) on the importance of a successful onboarding program for customer. Something that comes to mind next, is the obvious question...
Onboarding – the best first impression, lasting experience, and eventual value – Part II
Photo by Pixabay on Pexels.com Read the Part I of this article, if you haven’t already. OK, so a good onboarding experience is important for driving customer towards eventual value realisation. How s...
On-boarding – the best first impression, lasting experience, and eventual value
I got off the train station at Stirling, Scotland late afternoon. The drizzle, the wind and the overall scene looked, gloomy and grey. Summed up our rather strenuous day, which started from London ear...
Success Plan – What does it look like?
Any one investing in a product is expecting value from the investment. In any recurring revenue business, therefore success planning becomes an important activity. Let us look at what a typical ...
It Depends…!
Optical illusion of a duck or a rabbit headSource: Wikimedia Commons What is the right time to introduce CSM to an account? – Post contract signing, just before contract signing, or during soluti...
Business Relationships – Framework, Economics and Quotients
I attended this excellent talk by Ziv Peled, organised as part of GGR Operator Excellence Webinar Series. The talk was about Relationship Framework. How Ziv and his team operate in his organisation us...
Working on a Success Plan?
A success plan is not necessarily a CSM imperative, but a customer imperative. Having said that, it is important for CSMs to help customers define a meaningful success plan. CSMs are usually in a bett...