Insights
A selection of perspectives on Client Success, retention, and growth, grounded in operating discipline and real-world leadership experience.
ENGINEERING CLIENT SUCCESS SERIES
#1 - Engineering Client Success
Why Client Success should be built with the same rigour as any other growth function.
ENGINEERING CLIENT SUCCESS SERIES
#2 - Footings: Where Client Centricity is Built
What sits underneath a truly client-centric organization, and why culture alone is not enough.
ENGINEERING CLIENT SUCCESS SERIES
#3 - The Foundation of Trust
How predictability, transparency, alignment, and proactive operating discipline create the conditions for long-term growth.
ENGINEERING CLIENT SUCCESS SERIES
#4 - Structure: What becomes possible once the Footings and Foundation are in place.
When organizations build a true culture of client centricity and earn client trust, Customer Success evolves beyond account management.
ENGINEERING CLIENT SUCCESS
What working in B2C Loyalty taught me about
Loyalty isn’t built on points, it’s built on behaviour. Behaviour comes down to two things: the transactional and the emotional. Â
