Phil O'Doherty

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Customer Success Career Paths - The Secret To Scaling Your Customer Success Team

Posted by: Phil O'Doherty
14-Nov-2017 16:26:00

 

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Ideas For Structuring Your Customer Success Team

Posted by: Phil O'Doherty
24-Oct-2017 12:05:11

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Who Should Handle Upsell - Customer Success Or Sales? - 10 Questions To Ask Before You Decide

Posted by: Phil O'Doherty
10-Jul-2017 17:08:42

The question of who should manage selling to your customers is something I’ve been asked and seen posted online more than any other customer success question.

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Boosting Your Day to Day Productivity as a CSM

Posted by: Phil O'Doherty
16-Jan-2017 16:51:52

This post orginally appeared on Amity's Customer Success Blog. Read the orignal post here.

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Best Practices For Onboarding Customers

Posted by: Phil O'Doherty
26-Aug-2016 11:53:20

How To Set An Early Path To Customer Success

A lot of what’s written about customer success focuses on structuring and hiring teams, retaining customers, up-sell and usage. While all these areas are important, there’s little reference to a critical topic - onboarding your customers.

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What Does A Customer Success Manager Actually Do?

Posted by: Phil O'Doherty
13-Apr-2016 16:48:35




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The Framework For Developing Customer Success Personas

Posted by: Phil O'Doherty
09-Feb-2016 18:14:23

Introduction

In the UX, marketing or product management space, the concept of “personas” or “buyer personas” are common. In essence, personas are a semi-fictional representation of your ideal customer.

UX teams or product managers use them to ensure they design products that solve real problems and develop a narrative of how someone might use their product. Marketers and sales teams use personas to ensure their campaigns and content are appealing to the challenges, needs and wants of their intended audience.

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A Big List of Customer Success Metrics (and how to use them)

Posted by: Phil O'Doherty
15-Jun-2015 15:27:45

I’ve always been on the look out for new interesting metrics to analyze the health of customers and customer teams and I’ve made a habit of collecting and testing them.

This post contains a pretty large list of some of the most valuable metrics and a little bit of commentary.

When writing this I found it helpful to structure the metrics under the following headings

  • Churn and retention metrics
  • Product adoption and value metrics
  • Lesser-known metrics
  • Useful techniques for looking at customer data
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How To Hire For Customer Success Teams

Posted by: Phil O'Doherty
26-May-2015 12:32:00

As customer success becomes a major talking point, companies are scrambling to prioritise it and put together dedicated teams. Prioritising the customer is nothing new but the exact discipline of customer success is and it can be difficult to know what to look for when hiring for these teams.

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How To Set Useful Goals for Customers Success Teams -

Posted by: Phil O'Doherty
24-Feb-2015 10:33:00

 

What does “success” in customer success look like?

Usually it’s a relatively easy questions to answer - “our customers stick around” (retention) our “customers don’t leave” (churn) “we sell more stuff to our customers” (upsells / crossells).

This is definitely true and improving metrics like this should be key objectives of any CS team. However, churn, retention and increasing the install base are not very effective goals to focus on day to day.

What do I mean by effective goals?

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