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The Move to an Outcomes Focused CS Service

A conversation with Damian Mawdsley. Damian is Head of Sales and Customer Success at CASCAID, which is a leading developer of future readiness programs for schools and colleges in the UK and Europe. Damian and his team have recently transformed the way they provide customer success services to their customers by rethinking their customer segmentation [...]

A New Approach to Scaling Customer Success – Part 2

The second part of a two part article on how to scale customer success, including a discussion on how to segment customers based upon customer outcome-related criteria rather than (or in addition to) supplier-related criteria   Customer Centricity Instead of Supplier Centricity The question we posed at the end of Part One is whether or [...]

A New Approach to Scaling Customer Success – Part 1

The first part of a two part article on how to scale customer success, including a discussion on how to segment customers based upon customer outcome-related criteria rather than (or in addition to) supplier-related criteria   Introduction I was recently given the opportunity to talk to the delegates at the Customer Success Association’s 2019 European [...]