Customer Success Expert. I can help early stage companies work out how best to operationalize Customer Success and where to spend their time for maximum impact. Less theory, more practical tips and faster results.
A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship.
It may focus on a particular part of the story or give an overview of the entire experience. What it always does is identify key interactions that the customer has with the organization. It talks about the user’s feelings, motivations and questions for each of these touchpoints.
It often provides a sense of the customer’s greater motivation. What do they wish to achieve, and what are their expectations of the organization?
While you can boast about your own product and service, there’s no better way to spread the word than through third-party cheerleaders such as brand advocates.
It can be hard to know how to get started building your own brand advocacy program, so let me show you how I've done it and get you off on the right track!
One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).
QBRs are sometimes known by different names - Business Reviews or Executive Business Reviews - but no matter what they're called, they're incredibly important and the agenda and flow are largely going to fall on the CSM, so it's critical to help them prepare for, and perform QBRs, the right way.
Let me help you design and implement an effective risk management program within your company that helps you identify risk earlier and have a structured and considered cross-departmental response.
Learn how to structure and charge for your onboarding team's services so that you can generate a profit AND get your customers successfully live on your product.
I think the closest I know of to what you're describing is Influitive. Influitive is SaaS software for advocate engagement, including discussion forums. They have a widget that can extend their experience into your app or website.
Hi! Congratulations on your impending US expansion! I'd love to provide a perspective if I may. I'm a UK citizen, SaaS expert, now living in the Bay Area. I'm also a member of the UK Government's new GBx initiative which is specifically designed to help provide support to UK companies expanding into the US market.
There are various ways you can progress and I'd urge you to consider a few options, as well as the specific one you've asked about. I've worked with and for a number of companies that have either expanded from the UK to the US or the US to the UK and have seen it go wrong as many times as it has gone right. I'd love to share some of my learnings and help you plot a path that has the best chances of success.
Please feel free to reach out if you'd like to discuss further.
James was incredibly helpful; he asked great questions and gave really good advice. It's clear that he has great experience building and growing CS teams. We left the call with some tactical strategies ready to implement
James was incredibly helpful. I highly recommend him for any challenges related to SaaS customer service & onboarding.
My company is developing very needed onboarding processes & a customer service strategy for the first time. James not only provided high-level frameworks to guide my strategic thinking around these issues but also got in the weeds - went to the company website, signed up as a new user, and provided tactical, right now input.
Thank you, James!
James was great. Insightful and great questions to find out what we truly need as an organization. Thanks James
Had a great conversation with James. I wanted to cover a specific area but we covered many and he added value to all. A genuine SaaS expert. Highly recommended.