Natasha is the Customer Support Training Manager at Gymshark, where she has been working for just over 3 years. She manages training and development for the Customer Support Teams in both the UK & US. How were you delivering training and upskilling your team before HowNow? All our training is
Knowledge might be power, but shared knowledge is what empowers people to thrive in their role while feeling like a part of something bigger. What’s the point in just one or two people having all the information and influence? Collaboration and knowledge sharing often mean shared creativity, ownership and success.
The irony of becoming more productive is that it often takes some trial and error, how can you know if something will make you more efficient without trying it? And if it doesn’t work for you, has that been unproductive? Well, don’t worry about any of that for now, because
Rob’s role as Head of Customer Success Best Practice involves standardising the operations, the tools and the systems that are in place to drive an effective customer success (CS) operation—from how customers are onboarded, to driving value and adoption until renewal. He works with cross-functional teams to make sure tight
You can’t really travel the road to customer success without encountering failure somewhere along the way, or at least a few challenging diversions. But those blips in the journey help you prepare a better route next time. What if you could take a quick shortcut in the form of advice
Successful onboarding is a lot like cooking from a recipe, you’ve got the list of ingredients but how much of each you use, the cooking time and presentation depends on your culinary goals. Let’s leave the kitchen and get back to the office. What we’re saying is that there’s so
It has become a worn-out COVID-19 cliché, but the unprecedented business challenges of the global pandemic are not the type that you typically prepare for. Creating a record number of makeshift home offices, managing clients in huge uncertainty, connecting with your colleagues remotely—the list goes on. With any unsettling situation,
A curious and entrepreneurial spirit, Emma Tiegan — Head Of Customer Success and Operations at SmarterQueue — believes in holistic leadership and is excited by the ever-evolving craft of management. She leads a fully distributed, global team across business operations and customer success at SmarterQueue—a social media management platform used
Lauren Cumming started the Customer Success (CS) team at Fixflo, a market-leading repair and maintenance management solution for property professionals that’s used by over 1,900 businesses, just over two years ago. In that time, as Head of Customer Success, Lauren has grown the team to seven people, and they’re currently
Violaine Yziquel runs the EMEA Customer Success Management Team at Box, a cloud content management platform that helps organisations and people transform the way they work. Violaine is very enthusiastic in articulating product value back to the customer for them to achieve their greatest ambitions, as well as passionate about
With a career spanning 10-plus years at Amplience, an API-driven headless content management platform for enterprise retail, Troy Pratley has spent much time dissecting the best way to provide value to customers, as Head of Customer Success, EMEA. Troy began his journey as a developer, moving on to work in
We caught up with Dan Farley, Vice President, Customer Success at Seenit, to discuss the development of Customer Success Teams. From onboarding to knowledge sharing, and collaborating to deliver excellent customer service. What is one customer-guiding principle you and your teams try to live by? An obsessive, compulsive drive to