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 [...]

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 [...]