Sue is an active member of the Customer Success movement in Europe. After a career of listening to customers and partnering client-focused initiatives, she decided to dedicate her passion and energy in contributing to spread the Customer Success gospel in Europe. She founded Success Track Enterprise, a company in CS consultancy services, and is thrilled to help any client-centric company in setting up and evolving their CS organisation.
Industry Expertise (2)
Areas of Expertise (5)
PSB Paris School of Business: Masters Degree, Marketing and Communication
University of Sunderland in London: Bachelor's Degree, German Studies and English/American Literature
Selected Blog Posts (5)
Last week, we published a blog post in which Susan Nabeth Moore explored how Customer Success has changed the traditional Marketing and Sales revenue funnel and the way we conceive of the customer journey. This week, Susan takes us for a brief trip through the main macro milestones of the "recurring revenue boomerang" customer journey.
Once upon a time, in the heart of England near to Sherwood Forest, we kid “gamers” (no consoles then) would spend our time in outdoor adventures. With the kids on the block we’d invent new games, role plays and mini Olympics and we’d be recognised for our success. I was proud to be crowned “Maid Marian of Boomerangs”! I was fascinated by the deft of my boomerang whizzing through the air and spinning right back into my hands. It was magic and rewarding! The trick was mastering how to launch enough spin and orientation to ensure the boomerang would keep coming back gracefully into my hands.
As we observe momentum building up in Europe around the emerging role of customer success, I’d like to share a few thoughts around this business metamorphosis we are witnessing. While this new role is still very much at experimentation stage as it positions itself in the recurring revenue business model, there are common themes around its practice and impact.
Having always been inspired by this Darwin quote, those who have crossed my path will have already met my mascot chameleon which I affectionately call “Adaptus Rex”. He’s tame and as a prehistoric descendant, he learned to survive environmental change! His capacity to modify colours has followed me through all life environments and challenges, adapting to the next state of evolution.
QBRs are an amazing opportunity, but they're also where dropping the ball has the most painful impact. We asked leading Customer Success experts to share the biggest QBR mistakes Customer Success teams are guilty of, and how to avoid them moving forward.