Josh Horsman

Josh is Head of Customer Success at The Alliance, a community-led media platform that builds and launches niche community businesses, providing world-leading L&D opportunities for its customers.

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How to connect the dots between revenue churn and customer feedback

I’m sick of the conversation around churn: talking about customer success interchangeably with “preventing” churn. The more we talk about “stopping” churn or “stamping it out,” the more we reduce the CS function to a reactive, digitized, firefighting service – and it’s not that....

How to build a proactive customer success function with data

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CS operations

How to build a proactive customer success function with data

Having built customer success teams from the ground up, I can tell you that data is key when it comes to being proactive. In the ever-changing business landscape, it's not enough to just win customers over – we need to anticipate and address their needs to deliver the maximum value possible....