Customer Experience

book cover 4A great experience is important if you want to retain loyal customers.
Nowhere is this more important than in the subscription economy.
A team of customer success managers can make all the difference.
This site explores these elements for a soon to be released eBook.
Follow the blog or subscribe below to be kept updated by email.

Subscription Economy


Building Success Teams

success team offerings - buildYou have to start somewhere and these are the foundational building blocks of a good customer success practice (outside of creating the right mindset and culture which is the initial starting point). These provide the foundation to expand and scale your practice and need to be in place for overall success:

  • Methodology
  • Data, Metrics and Tech
  • Practice and Leadership


Growing Success Teams

success team offerings - growThe subscription and experience business is such an iterative one by its very nature. Experiences vary so much by customer and continue to evolve and subscription models can be constantly tweaked as the data provides feedback and evidence of what works and doesn’t. Responding to this is key.

  • Segmenting Customers
  • Scaling the Team
  • Scaling the Customer


Innovating Success Teams

success team offerings - innovateYou can never be standing still and although we are at an early stage in many of the practices covered, you can and should constantly be looking at ways to innovate how you deliver great experiences and value to customers and beat competitors. Reinvent how you apply technology and new business models constantly, whether an incumbent or startup company.

  • Automation and AI
  • As a Service
  • SaaS 2.0