The “right” KPIs to track in After-Sales?
What are the right KPIs and metrics to track and measure your after-sales performance on? Having driven a complete overhaul […]
The “right” KPIs to track in After-Sales? Read Post »
The SMB Customer Success Paradox: Why Your Smallest Customers Deserve Your Smartest Strategy
There’s a paradox at the heart of SMB customer success that most SaaS companies get completely wrong. From a corporate
When Customer Operations Can’t Wait: The Case for Interim Leadership
This scenario comes up regularly in my work with European scale-ups: “Gordon, we need an interim CCO or an Interim
When Customer Operations Can’t Wait: The Case for Interim Leadership Read Post »
Why ‘Happy Customers’ Still Churn: The Data Blind Spot Problem
It happens in boardrooms across Europe every month. The customer success team reports strong satisfaction scores, support tickets are down,
Why ‘Happy Customers’ Still Churn: The Data Blind Spot Problem Read Post »
When the Customer Success Team is in reality the Customer Support Team (And Why That’s Not Enough)
It’s a familiar story across growing companies: The first customer team the company needs and puts in place is a