Extend Consulting Blog

Your Professional Network is Pure Gold

Mon, 04 May 2026 20:30:00 GMT

$400. Two suits. No contacts. Here's how a single lunch changed everything when I migrated to Australia and what it taught me about one the most undervalued assets in your professional life.

Working Trends for the Long-Term

Thu, 30 Apr 2026 05:05:45 GMT

This year we have been refining the way to attend the demands of our clients and ensure we elevate our candidates and contractors care. Sustained results will show us if we are focusing on the right areas.

As we looked for an "edge", a "reset"; the insights from the people we depend on and we trust as a business, told us in unequivocal terms to concentrate in a few fundamentals to underpin any changes.

This is what they shared with us.

I reckon this will be useful for you too, whether you are in #jobsearch or #hiring mode.

Investing in your Career

Mon, 13 Apr 2026 21:30:02 GMT

When it’s raining, you can’t fix the roof. When the sun is out, you don’t need to.

Sound familiar? ��

Watch this if you’re serious about your career. ��

The Hiring is 'Broken'

Tue, 31 Mar 2026 03:23:25 GMT

Everyone is frustrated with hiring right now and it's quite easy to assign blame. It might not be what you think. Here's my take

After the Job Interview

Sun, 29 Mar 2026 21:00:01 GMT

Most job seekers see applying for jobs as a ‘press submit and wait’ game.

The ones who end up being remembered? They do something very few do.

I've spent years in recruitment watching the same pattern play out. Being memorable has very little to do with having a perfect CV. I'll tell you exactly what separates the candidates who get to have multiple job-related conversations from the ones who don't.

#jobsearch #recruitment #jobapplications
Extend Consulting

Job/Role Re-Invention

Thu, 26 Mar 2026 21:00:01 GMT

As a recruiter, I spend a lot of time thinking about where work is going, including mine of course. The loudest narrative right now: #AI is eliminating jobs, but what I’m actually seeing is something more interesting!

People leaning into AI and #tech in general are quickly differentiating themselves….

#jobsreinvented #careers #hiring #talent

Age Bias

Mon, 23 Mar 2026 03:54:45 GMT

Age bias in #hiring is an obstacle many senior professionals face, but few openly discuss.

It’s complex to broach #ageism . A 90-second video won’t solve it for good, but it could help you tackle it effectively.

Mind you: if you ever sense assumptions being made about your adaptability, energy, or relevance, walking away is sometimes the right decision. Dodge the bullet kind of situation.

When you choose to stay in the process, preparation matters.

Here I share four areas where experienced professionals can proactively shape perception and strengthen their position during a #jobsearch .

I hope this is of practical value. Have a great rest of the week.

#careers #discrimination

A.I. in Jobsearch

Mon, 23 Mar 2026 03:14:31 GMT

⚡️Hundreds of “targeted” job applications sent in a matter of minutes

��CVs massaged to perfection against job descriptions

��‍♂️Best answers to job hashtag#interview questions suggested on the fly. You need to stop and answer this question;

��By Yourself��

Welcome to 2026

Wed, 14 Jan 2026 01:39:08 GMT

Looking for work is more often than not a full-time exerting activity, so you need the right strategy, tactics and mindset to succeed.

In this first video of ‘26, I break down actionable advice to help job seekers stand out, stay resilient, and move forward with clarity, no matter where you are in the process.

Trust this is of value to you, and it helps you start the year with a win!
Extend Consulting

Celebrating 7 Years at EXTEND

Tue, 23 Sep 2025 01:33:27 GMT

Extend Consulting is turning 7 Years

It feels like just yesterday when we started with big aspirations and tiny infrastructure. I can barely believe the success we’ve experienced and the community that has been created around Extend during this time.

That's all thanks to our clients, candidates, contractors, partners and supporters. Your loyalty and endorsements have been amazing motivators.

We're so excited for what the future holds and can't wait to continue serving you and adding value to your lives and organisations.

Nathan Albinagorta, so happy you’ve come along for the ride over the last three years.
Extend Consulting

#recruitment #asiapacific #gtm #permanent #contract

Your JobSearch Journey: Wrapping it all up

Tue, 02 Sep 2025 02:14:04 GMT

Here’s something nobody tells you:

The job offer isn’t the end of the process, but the start of a final phase.

The way you manage these last steps can decide not only whether you get the role, but how you get it.

And too many candidates give up control right when it matters most.

#employment #sales #tech #saas #customersuccess

Extend Consulting

Beyond the Interview, Winning with Follow Ups

Tue, 02 Sep 2025 01:29:44 GMT

What's the number one mistake #candidates make after they are done with a job interview?

It might be much less about what you said in the room.

It's what you stop yourself from doing afterwards

#employment #sales #tech #saas #customersuccess

#ExtendConsulting

From Interviews to Offers

Tue, 26 Aug 2025 02:23:15 GMT

No cap, Your next interview could change everything.

So focus on the 3 things that really matter and convert your interviews into offers

#careers #jobsearch #employment #unlocking #tech #sales #customersuccess

Dispelling the Myths of the Job Hunt

Tue, 26 Aug 2025 02:05:50 GMT

Don't let common wisdom hold you back when job searching.

Let me bust a couple of rather popular myths about job hunting… and share what will move the needle when you’re looking for your next role.

#careers #jobsearch #employment #unlocking #tech #sales #customersuccess

The Right Response to a Job Application

Tue, 19 Aug 2025 02:45:00 GMT

Applying for jobs is. not a numbers game

It's not even a game!

This is how you optimise a positive response to a job application

#jobsearch #jobhunt #jobseekers #worldofwork #extendconsulting

An effective use of a Resume

Tue, 19 Aug 2025 01:46:48 GMT

The end of the CV has been predicted for a while now. Despite new formats and hiring trends, it remains central to how most careers begin.

Writing an effective CV is less about liking it and more about leveraging it. Here is how you do it. ��

#jobsearch #jobhunt #jobseekers #worldofwork

Unlocking Careers: Honing Your Role

Tue, 12 Aug 2025 03:31:32 GMT

Before you send a single application, there’s one thing you must do to make your job search faster, more focused, and way less frustrating.

It’s the step that turns “I’m open to considering what is available” into “Here’s what I am aiming for”

It’s also the step that most people completely overlook or invest very little time in

Have a look
#Extend Consulting #JobSearch #CareerTips #RecruiterAdvice

Unlocking Careers: Starting your First Job Search

Tue, 05 Aug 2025 03:27:44 GMT

Off the back of the Unlocking Recruitment series posted over the last few weeks, today I am starting to share 1 minute or so videos entirely focused on Jobsearch and the Applicant/Candidate Journey.

Here we go

Before you start updating your CV or browsing at career sites / job boards, there is something you need to do / prepare for. Here it is:

Hope you find this clip and the subsequent ones useful

Extend Consulting Extend Skills

#permanent #contract #jobsearch and the applicant #candidate journey #tech

Unlocking Recruitment

Tue, 29 Jul 2025 02:10:49 GMT

Unlocking Recruitment

Over the past few weeks, I’ve been sharing a series of 1+ minute videos unpacking the key elements of an effective hashtag#recruitment process, I made this specifically for line managers and business who are involved in hashtag but aren’t recruitment specialists.

-These tips seemed to have resonated with many, and for those who missed the individual posts, I’ve now pulled them all together into this 7+ minute, Netflix-worthy video :).

-Hope you find it practical, actionable and end up with you recruiting in a smoother and consistent manner; most importantly, I trust this guide helps your produce a superior candidate experience.

Year End Hiring

d3d2a58b@Shazamme.com (VinylFirstName VinylLastName) — Tue, 08 Oct 2024 01:55:29 GMT

Business leaders are taking on the task of posting job ads due to recruitment challenges, but this approach often does not yield the desired candidates, highlighting the need to assess the effectiveness of online activities in relation to their goals.

Reference Checking

Fri, 20 Sep 2024 03:45:10 GMT

Preparing and managing your references early in the job search process is crucial for enhancing your application and demonstrating your suitability for the role.

#australia #careeradvice #jobapplication #australia #careeradvice #jobapplication #extend #extendconsulting #recruitment

Job Hunting Fundamentals

Sun, 11 Aug 2024 02:06:46 GMT

Job seekers should be selective in their job applications, focus on getting to the interview stage, keep track of their applications, and not be afraid to follow up with recruiters in order to manage their stress and increase their chances of success.

#extendconsulting #careeradvice #jobhunt #australia

Thank you for 2023

Sun, 03 Dec 2023 02:46:10 GMT

Thank you for coming back every week to check out these insights, we hope that these were both informative and helpful. We'll see you in 2024

A.I. and Jobsearching

Sun, 26 Nov 2023 02:36:23 GMT

Despite the high volume of job applications A.I. collects from a job advertisement, the success rate of finding the correct candidate is low, this where job recruitment is in need of more efficient and effective job application technological process.

JobSearch over the Holidays

Sun, 19 Nov 2023 02:16:46 GMT

Holidays can be a tough time for Jobsearchers but that doesn't it should be something to stress over

Job Searching and Resume Tips for 2023

Mon, 06 Nov 2023 01:13:41 GMT

The year may be almost over, but that doesn't mean that people are still searching for jobs

Starting a New Job in 2024

d3d2a58b@Shazamme.com (VinylFirstName VinylLastName) — Sun, 15 Oct 2023 03:58:10 GMT

2024 feels like its not like a long way away but when preparing to move into, or start new job plan out the full process leading up to your first day

A Tip for Career Management

Sun, 10 Sep 2023 03:32:46 GMT

The Johari Window is a model that helps individuals understand themselves and how others perceive them. These different quadrants have very helpful insights to improve your career management.

Job Advertising

Sun, 27 Aug 2023 02:59:49 GMT

Job seekers should carefully analyze job ads to ensure they meet the requirements, while recruiters should be clear and precise in writing job ads to attract suitable applicants.

Following Up

Sun, 06 Aug 2023 02:00:33 GMT

Job seekers should proactively follow up with recruiters to inquire about the status of their applications in order to demonstrate continued interest and engagement.

#jobsearch #extendconsulting #recruitment #jobseekeradvice

Getting in Control

Sat, 05 Aug 2023 01:03:11 GMT

To alleviate job seeker anxiety, it is important to understand the application process and timelines, gather information about remote interviews and follow-up conversations, and communicate with the talent acquisition team or recruitment consultant for more control over the recruitment process.

#jobsearch #extendconsulting #recruitment #jobseekeradvice

"Key Words"

Sat, 29 Jul 2023 01:59:03 GMT

Choose your keywords carefully when preparing your online profile or resume for job searching, as recruiters use databases and keywords to find the right candidates, but make sure the keywords align with your actual experience.

The Golden Rule for CV Writing

Mon, 10 Jul 2023 01:03:06 GMT

Incorporating elements from both tech and non-tech CVs can improve the chances of career progression.

#recruitment

State of the Market July 2023

Wed, 05 Jul 2023 02:17:12 GMT

Even though the news might be pessimistic, ensure that you analyse the market for your own skills and geography

Deal Breaker

Wed, 05 Jul 2023 01:59:24 GMT

When preparing for a conversation or interview, know the position and have all relevant information, find a quiet space, avoid distractions, and don't hesitate to ask for interview tips and/or questions.

Job Market

Wed, 05 Jul 2023 01:36:04 GMT

In a competitive job market, always remember to stay focused, focus on quality over quantity when applying for jobs, and be prompt in evaluating offers to increase the chance for success.

"Micro","Macro"

Fri, 21 Apr 2023 01:39:07 GMT

When looking for a job, making a hiring decision, or committing to invest, Who do you Trust?

No "BUTS"

Fri, 21 Apr 2023 01:29:21 GMT

Most Four Letter Words don't faze me, but this Three Letter Word, can put someone in a "defensive mode" .

Soft Skills

Fri, 21 Apr 2023 00:38:29 GMT

Soft-skills are good to mention from a face value so how do you connect those skills to your technical skills to your actual performance?

A Resume's Top 5 Tips

jorge@extendrecruitment.com (Jorge Albinagorta ) — Mon, 16 Jan 2023 13:09:35 GMT

Going into the New Year with a Fresh Start, Here are 5 Tips to make your Jobsearch more effective for 2023

"Open to Work"

jorge@extendrecruitment.com (Jorge Albinagorta ) — Mon, 16 Jan 2023 12:09:53 GMT

Are you, "Open to Work? I am!"

Uneccessary Rejection

jorge@extendrecruitment.com (Jorge Albinagorta ) — Mon, 04 Jul 2022 01:43:11 GMT

You noticed how many 'starting a new role' posts are showing on LinkedIn, right?

Behind the Numbers

jorge@extendrecruitment.com (Jorge Albinagorta ) — Tue, 24 May 2022 00:33:05 GMT

Sometimes, the numbers that we see from a "face value" perspective don't always tell us the truth, sometimes they could be lies to cover up something, here are some statistics that demonstrate what really happens "Behind the Numbers"

"Changes"

jorge@extendrecruitment.com (Jorge Albinagorta ) — Tue, 12 Apr 2022 07:12:48 GMT

Ok, so you've decided... You're changing roles, or making a more substantial career move. Who and what do you rely on? #jobseekers #careers #worldofwork #hybridwork #video

CS: Interviews

jorge@extendrecruitment.com (Jorge Albinagorta ) — Mon, 21 Mar 2022 23:47:18 GMT

Having #career conversations with or #interviewing #CustomerSuccess professionals? Me Too

Candidate Attraction

Mon, 21 Mar 2022 23:37:21 GMT

Might this be one weak link in your #candidateexperience workflow? Here is what you can do about it

A Message to End the Year

jorge@extendrecruitment.com (Jorge Albinagorta ) — Tue, 18 Jan 2022 01:31:25 GMT

Our Warmest greetings and wishes to you for the Holidays

Salary Negotiation

jorge@extendrecruitment.com (Jorge Albinagorta ) — Thu, 23 Dec 2021 00:48:58 GMT

Have a full understanding towards the pay levels in the market, and be prepared to have an articulate and informed conversation when discussing this topic

Attending Succuessful Meetings

jorge@extendrecruitment.com (Jorge Albinagorta ) — Thu, 23 Dec 2021 00:13:38 GMT

Always ask yourself this, "What is that's going to make your meetings successful one from your perspective along with the perspective of your counterparts?"

The Great Resignation

jorge@extendrecruitment.com (Jorge Albinagorta ) — Wed, 22 Dec 2021 23:43:53 GMT

There are many views and perspectives on this theme, it is best for you to go to the source itself to make and form your own opinion.

Here is the Link to the Reading so you can make your own opinion on this subject.

https://www.mckinsey.com/business-functions/people-and-organizational-performance/our-insights/great-attrition-or-great-attraction-the-choice-is-yours

Remember the Role

jorge@extendrecruitment.com (Jorge Albinagorta ) — Thu, 21 Oct 2021 02:36:32 GMT

As a jobseeker, when applied for multiple roles, keep go track on which role in order to have a effective conversation with the recruiter

The "Success Hack"

jorge@extendrecruitment.com (Jorge Albinagorta ) — Mon, 18 Oct 2021 00:28:29 GMT

Lifehack gadgets are not always the only answer, with your own knowledge and skills you can create your own lifehacks

"Don't do it for the LIKES"

jorge@extendrecruitment.com (Jorge Albinagorta ) — Thu, 07 Oct 2021 03:23:21 GMT

No matter what the the purpose behind is sharing your posts online, make sure that you keep an eye on the key outcomes you want from them

It's not always about Money and Prestige

jorge@extendrecruitment.com (Jorge Albinagorta ) — Wed, 29 Sep 2021 01:07:26 GMT

Money is important, but you must look at the job comprehensively

Taking the "Monkey" off the Client's Back

jorge@extendrecruitment.com (Jorge Albinagorta ) — Mon, 27 Sep 2021 01:31:47 GMT

"Customer Centredness cannot be faked, but cannot be hidden either"

The Candidate said "Yes", What Happens Now?

jorge@extendrecruitment.com (Jorge Albinagorta ) — Thu, 23 Sep 2021 01:02:25 GMT

As an Employer, don't hesistate to promote your company's perks to the candidates

Your "Special Sauce"/Unique Attribute at Interview Meetings

jorge@extendrecruitment.com (Jorge Albinagorta ) — Wed, 22 Sep 2021 01:04:19 GMT

What is it that your Job Interviewer really wants to find out about you?

Crunch Time is not "Munch" Time

jorge@extendrecruitment.com (Jorge Albinagorta ) — Mon, 20 Sep 2021 01:25:42 GMT

Eating and Drinking during your Video Conferences, What do you Think?

Applying for a role vs Selling

wow@shazamme.com (Default Author) — Mon, 17 Aug 2020 03:57:22 GMT

Applying for a role just the same as selling a product-service? Mnn kinda sorta yeah nah. Here is how you make that analogy work for you as a job candidate!

Negotiating Salary? Don't !!

Sun, 02 Aug 2020 16:48:00 GMT

Never ever again have salary negotiations! - there is a better way to get the compensation you want. Watch the video and give us your feedback....

Making Yourself Memorable

wow@shazamme.com (Default Author) — Fri, 17 Jul 2020 04:03:11 GMT

This week's #video: Make yourself memorable!

Interviewing Customer Success Professionals

wow@shazamme.com (Default Author) — Fri, 19 Jun 2020 03:55:39 GMT

Are you interviewing or having career conversations with #customersuccess professionals? If you are, let me share with you the 3 themes I like to touch on whenever I speak with them... hope it adds value #video #recruiting #talentacquisition #work #interviewing

The Business Of You

wow@shazamme.com (Default Author) — Mon, 15 Jun 2020 03:42:32 GMT

... I reckon there is no difference between a business owner looking to secure new work and a job seeker gunning for their next role. Here's why.. agree? let me know what you think.

Your Email Superpower

wow@shazamme.com (Default Author) — Sat, 30 May 2020 03:44:09 GMT

…. here is a quick tip to increase the chance of you getting the response you need when you need it.

Be Ready!!

wow@shazamme.com (Default Author) — Thu, 21 May 2020 03:11:19 GMT

This week's video "Be Ready"... just a practical recommendation to tackle opportunities promptly, no matter the circumstances.

On Mother's Day

Fri, 08 May 2020 16:37:00 GMT

Super pumped to come to you on this #Sunday - a special day for sure..Some things have changed some things are rather constant ... like a Mother’s Love.Could not help sharing my appreciation to the only #influencer I've ever paid attention to.#video #australia

A Leveraged Pivot

wow@shazamme.com (Default Author) — Wed, 29 Apr 2020 03:45:06 GMT

I Won't get in your way if your goal is to be the next top LinkedIn influencer, Instagram model or Facebook DJ... :).... Here is a simple suggestion to give your professional or business pivot a high chance of #success, whether you are an individual or organisation.... Enjoy!

Do You Like or Love your job?

wow@shazamme.com (Default Author) — Wed, 22 Apr 2020 03:46:22 GMT

I have been a bit guilty of watching a bit too much Netflix recently; I caught a straight-to-streaming movie the other day that had one of the characters saying something like:

Is your CV the sharpest tool in your job search shed?

wow@shazamme.com (Default Author) — Tue, 17 Mar 2020 02:48:23 GMT

CV resume IT technology customer success sales cloud saas advice careers recruitment jobs australia

Extend's Holiday Message

wow@shazamme.com (Default Author) — Tue, 24 Dec 2019 02:49:07 GMT

Our most sincere holiday message for what has been a crazy and amazing 2019

Skill up and get that job!

Tue, 10 Dec 2019 05:35:00 GMT

Picking up skills and getting formal accreditations might be a straight path into a new career...

Watch this week's video.

Motivators and Stressors

wow@shazamme.com (Default Author) — Tue, 03 Dec 2019 05:20:00 GMT

The Importance of Customer Success (Video)

wow@shazamme.com (Default Author) — Mon, 02 Dec 2019 09:23:00 GMT

My take on the importance of the Customer Success function not only for tech business, and why CS investment should not be seen as overhead costs

Perkbox for Extend Contractors

wow@shazamme.com (Default Author) — Thu, 21 Nov 2019 02:50:49 GMT

Great news to share!

Tips For Hiring Customer Success Professionals

wow@shazamme.com (Default Author) — Tue, 19 Nov 2019 02:53:05 GMT

You may have your interview structures down pat. or maybe not! In any case you will benefit for factoring in Five ares to explore specially when interviewing or having chats with Customer Success Pros. Have a look!

Turbocharge Your Job Hunting Effort Immediately!

wow@shazamme.com (Default Author) — Mon, 18 Nov 2019 02:53:42 GMT

Just a simple but powerful strategy to adopt in order to ensure that those helping you get the next role are effective and efficient for you.

Tackling Problems That Seem Unsolvable

wow@shazamme.com (Default Author) — Fri, 08 Nov 2019 22:18:00 GMT

This is what a simple phone game app has taught me about resolving issues that apparently cannot be fixed. Deceptively simple, but if you are like me, it will work for you too!

Extend Recruitment Turns One!

wow@shazamme.com (Default Author) — Sat, 26 Oct 2019 02:54:49 GMT

Enhance Your CV In Seconds

wow@shazamme.com (Default Author) — Sat, 19 Oct 2019 02:55:15 GMT

Just one small change in your CV can make a big difference when it comes to get to the next stage in the recruitment process. Make it work for you!

The State of Customer Success (PDF)

wow@shazamme.com (Default Author) — Fri, 04 Oct 2019 20:25:00 GMT

TSIA (Technology Services Industry Association) Report for Customer Success in 2019. US-centric but I found very valuable.

Download the report here

Or sign up if you want to connect with TSIA directly (which is what I did :)

Enjoy

The Pillars Of Your Business Success

Tue, 10 Sep 2019 06:42:00 GMT

Sharing the first Extend Recruitment Paper with clients and candidates. Download it here !

Happy Fathers Day

wow@shazamme.com (Default Author) — Mon, 02 Sep 2019 06:34:00 GMT

A special Sunday edition of my weekly video to wish all fathers ad father figures a great day!

The Best Employee Experience

wow@shazamme.com (Default Author) — Mon, 26 Aug 2019 03:56:49 GMT

"Employee Experience" can be a fairly sophisticated affair; having said that, there are a few fundamental elements to put in practice before overcomplicating matters. Here is my view on how I was positively influenced by an amazing experience. Enjoy!

Extending Into Contract Recruitment (Video)

wow@shazamme.com (Default Author) — Mon, 19 Aug 2019 03:57:29 GMT

Delighted to announce that we are "Extending" into Contract Recruitment, and sharing an insights on professional decency and online/offline behavior. Enjoy!

Moving out of Doubt into Action (Video)

Sun, 11 Aug 2019 16:51:00 GMT

When it comes to move out of a stage of 'fear' and 'doubt' there is no better friend than your brain. Here is how you get into "Joy" asap :)

How Fragile is Your Career? (Video)

wow@shazamme.com (Default Author) — Sat, 03 Aug 2019 17:27:00 GMT

How fragile is your career? How vulnerable are you to changes in your job that you may not be able to influence. What can you do to have a more antifragile career?

On Being Realistic and Generous when Job Hunting

wow@shazamme.com (Default Author) — Mon, 22 Jul 2019 03:58:59 GMT

A quick video sharing a few insights on being realistic and generous when Job Hunting

Jobs and The Economy Cycles

wow@shazamme.com (Default Author) — Tue, 02 Jul 2019 04:36:00 GMT

Not many people are betting as to when a recession will hit Australia, but most are betting that it will happen. I have a view on what is "the" profession that will thrive (in terms of demand for talent) if/when the economy slows down

The AWS Summit 2019 - Sydney

wow@shazamme.com (Default Author) — Wed, 05 Jun 2019 03:19:00 GMT

Very impressed with what I saw at the Amazon Summit in Sydney this year. Here is my super brief summary of the event!

What makes a marketer Great? (video)

wow@shazamme.com (Default Author) — Thu, 02 May 2019 05:47:00 GMT

My take on what makes a marketer Great. Spoiler alert: it's not technical know-how, it's not about functional expertise, it's not about using martech

Optimising The New Employee Onboarding Experience

wow@shazamme.com (Default Author) — Mon, 29 Apr 2019 04:00:22 GMT

Joining a new organisation as an employee is quite a bit like traveling to a country you've never visited before...

My take on #onboarding and how #newhires can maximise the ramp up experience in the immediate and long term.

On Mentoring and Being Thankful (Video)

wow@shazamme.com (Default Author) — Wed, 03 Apr 2019 07:24:00 GMT

A number of things were the catalysts for this video.

Firstly, remembering how many people have supported me in my professional life with their guidance and tangible help; this was also the week where I was part of a panel to speak to MBA students about their future, their careers, and what an MBA qualification truly means.

I truly believe that a mentor is a "must have" at some point in your life.

What employers look for in UX/UI Designers (Video)

wow@shazamme.com (Default Author) — Wed, 20 Feb 2019 02:58:30 GMT

The key traits employers look for in UX / UI designers to select the best of the best from the rest

Your Customer Success Journey Starts Now!

wow@shazamme.com (Default Author) — Tue, 30 Oct 2018 07:24:39 GMT

Have you heard about Customer Success (CS) yet?

You certainly may want to know a bit more about this term, as businesses start to focus on what Success means to its customers, organisational performance and profitability.

Here is a quick Q&A on CS that hopefully will get you better acquainted with the term:

1. What is the definition of Customer Success?

The most accepted, answer comes from the work developed by Lincoln Murphy, who has helped develop a benchmark in Customer Success since the term and activity began to take shape in the market: "Customer Success is when your customers achieve their desired result through interactions with your company".

2. Is CS a method, a business strategy or a concept?

Let's look at the definitions of these terms to help answer this question.

A method is a procedure, technique, or steps to do something.

Strategy is the art of effectively applying available resources and exploiting favorable conditions to achieve certain objectives.

A concept is an opinion, point of view, conviction.

So, if there is conviction about steps to be taken to achieve a superior business outcome, this will trigger the application of certain techniques and procedures, making effective use of the resources available to achieve a desired outcome.

From this it follows that CS is a concept at its root. From then on, the concept will translate into a company value, business culture trait, a team, etc.

3. Where did the Customer Success term come from?

The first company that applied techniques to improve customer interactions was Salesforce in 1999. From then on, these techniques spread through employees who moved to different companies and applied the concept to their new business environments.

The first reports where CS is actually named so, go back to 2014 in Brazil.

4. Is CS an isolated department or a ad-hoc practitioner in my company?

Neither.

If you agree with our previous arguments - that CS is a concept - then it will be easy to understand that it goes beyond an individual or business area.

The conceptualisation of CS helps understand what is its place in organisations, as it drives the setting of a parameters and guidelines to gauge if the client service mix is actually being delivered by the entire business.

5. Is CS a type of premium support intended to be provided only to customers that pay more or are considered more valuable?

It is not.

More to the point, the goal of CS is to understand customer success, not only when clients need support, but in all the interactions they have with the company, including product/service research, buying decision, onboarding, etc.

6. Can any company apply CS concepts?

Yes.

If the company has customers, it needs to worry about customer success. Simple!

Currently the concept is predominant in startups, SaaS and technology companies, but it is just a matter of time before it is adopted by other businesses and markets. We are aware of clinics, radio stations, bakeries and law firms who have embraced CS.

7. Will the application of CS help you get actionable data?

Yes.

Some metrics are already very popular among technology companies and SaaS, such as CAC, lifetime value, Churn, net promoter score. But these metrics need to go beyond specific transaction satisfaction; they need to tell a customer's life story.

Other important data driven insights from CS practices: customers segments trends, regional trends, contact level habits; how frequently do you need to contact clients to preserve and enhance their engagement with your business? And much more!

8. Who works with CS, who are the professionals in the area?

There are various nomenclatures, such as CSM (customer success manager), CSE (customer success experience), CSI (customer success implementation).

There is still no formal professional education or courses for CS practitioners. Roles connected to CS are administration, training, pre-sales, marketing, technical.

The profile of the CS professional is that of a dynamic individual and group, always closely connected to the product areas of the company and a strong tendency to use well rounded communication and relationships skills to become client advocates.

It is my observation that the majority of companies are developing CS experts by selecting talent with strong comms and relationship skills who then go onto being trained in the products and services their business delivers.

9. As a business, where to begin with Customer Success?

Putting the customer as the center of your business and mapping their journey is essential.

You can start by separating customers by groups, and looking for commonalities in terms of their experience with your product or service. This segmentation will also create streams of work within your business as to what to tackle first in terms of your teams’ focus areas (e.g. onboarding).

If the company already has a large number of customers, we hope that you have some history for these customers. If you have not, do not worry, today is the best day to start gathering this information.

10. How do you actually find out how your customers define “Success”?

Two quick steps that may sound obvious: Mapping the client's journey AND asking them.

Let's take an example: have you noticed how the "journey" in a supermarket unfolds in front of you?

Usually you enter from one side; in the corridor where the pasta is the cheese and sauce will be handy; the exit is on the other side. That is the journey

Success to me would be to have the desired brand, but also to have olive oil, perhaps a quick recipe sheet in the same aisle and being able to pay without having to queue!

What I tried to illustrate is that mapping the journey is different from knowing what Success is for each one of us. So it is important to stay in tune with how you customers use your product, how they generate value from it, and how you ultimately enable “Success” from their perspective,

Now that you are more familiar with what Customer Success is I hope you put this concept in your business radar. Implementing Customer Success in organisations, as I will try to argue in subsequent articles is both an operational task but also involves deep buy-in at corporate culture level.

** This article is the translation of the original post written by Ms Roberta Silva, Customer Success Specialist. Her article was adapted, translated and posted here with her permission.

An Employer Branding analogy

wow@shazamme.com (Default Author) — Tue, 10 Apr 2018 01:00:00 GMT

Recruitment agencies and corporate recruiters are all over social media, identifying and attracting the talent they (or their clients) need. Recruitment marketers spend significant resources pimping up Linkedin / Facebook Pages, producing cool Insta / Twitter streams, enabling prompt job-related online chats, etc.

Awesome!

Observing the current breadth and depth of social in recruitment might lead you to think that it is self-sufficient to place candidates (e.g. filling a temp role over Messenger) as well as build candidate loyalty in the long term. In this scenario, the recruiter’s brand experience IS the interaction over a specific channel.

I reckon this will be the case only on a number of occasions.

Rather, social apps are the spokes of a business’ online marketing; but there is still a need for a hub, a home base to stimulate a deeper, more familiar - dare I say special - connection between company and potential employee and applicant. This hub is your agency website or corporate careers site.

When I look at the recruitment marketing ecosystem for agencies and employers, I feel there is a strong risk of over-investing in social and undernourishing your website. The best way to test that for your own particular situation might be to ask:

Can you sustain and enhance the buzz generated by your social presence when your visitors reach your website?
This is how I see the risk of this imbalance of investment between social and your website.

Imagine you go to a great, glitzy bar: perfect music and lighting, sophisticated people all over, amazing atmosphere. You’re so in your element playing the part to perfection, in the company of a few friends who just add to your comfort and confidence.

Suddenly across the room, you grab someone’s attention; in an instant, they come into focus for you as well. You approach, say hi, and spend the next few hours enjoying amazing moments of conversation, laughter, connection.

It’s late now. you hear the call for a last round, but you and your soulmate don’t want to leave yet; both of you want to know more of each other. A coffee down the road to continue the chat, and then you pop the question: “Come to my place?”

At that moment (or before you say the words) you think: In which condition will this person find my apartment? When did I last vacuum? What is in the fridge other than milk?

I am hopeful you know where I am going with this…

If you engage job seekers (and clients) on social, and they are gracious to connect, and generous enough to give you their time, and finally accept your invitation to your place - your company website - What they find there? Will your site help you grow closer to them or will they be let down because it is not a shiny as you appeared at the bar?

Stills from Wong Kar-Wai's movie "In The Mood for Love" (2000)

If you want a pay rise, don't ask for it! (Video)

wow@shazamme.com (Default Author) — Thu, 01 Jan 1970 00:00:00 GMT

My take on the best way to guarantee a pay increase, without having to move jobs!

The rise of Tech needs more of our humanity in our work (Video)

wow@shazamme.com (Default Author) — Thu, 01 Jan 1970 00:00:00 GMT

There are many predictions about the world of work and how it will change with the rise and rise of Technology. Most of them depict a gloomy picture.

Not for Tech Sales

Your External Locus of Control

wow@shazamme.com (Default Author) — Thu, 01 Jan 1970 00:00:00 GMT

Whether you are job searching, leading a business, or focused on a personal project...

Do you believe your successes or setbacks are of “your own making”?

Or rather feel that you are not in control of most of what you experience?

I have my own bias ... and this is what I do to keep myself on check...