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Financial year reflections in the world of Customer Success

Financial Year Reflections is the perfect time to praise your successes and challenges, both personally and professionally. It’s also the best time to determine where you want your path to take you in the future.

On June 30, four Brisbane-based Customer Success leaders, did exactly that. Consultation Manager’s CEO, Chelsea White and the other Customer success leaders discussed and shared their own experiences and insights. Other guests included Wayne Gerard from RedEye Apps, Troy Schefe from Hofco Oilfield Services, Jock Fairweather from Little Tokyo Two, and Jesse from RedEye Apps, who graciously hosted the evening in the Little Tokyo Two’s innovative and creativity driven space.


It might sound like a cliché to ask someone: “What makes you get out of bed in the morning?”, but it can be useful listening to industry leaders and thought experts explain their passion and excited to succeed. It helps visualise the importance to ask yourself that question periodically to see if it aligns with what you’re currently doing.

This panel saw a variety of responses, from seeing dedication, drive and curiosity in the younger generations, to wanting to fix and improve things day-to-day on both the macro and micro level. Regardless of the motivation, there was a common theme;

“finding it within yourself, and finding others with the everyday drive is integral to success.”

Finding the right team

The panelists agreed finding and developing a team which compliments and challenges each other in the correct way is integral the success of the business. This can be obvious from a financial perspective, but nurturing a team of like-minded people can also facilitate a positive work environment where people are excited to succeed not only for themselves but for the good of everyone else. Growing your team by adding staff who have characteristics and mindsets complimentary to your current team in future employees instead of specific experiences which can be taught. Looking for, and investing in young, passionate people who have the ability to think outside the box.

Connecting with clients

Each business has their own opinions on connecting with clients, whether it be little to no contact after getting them on board, or constant communication. It might be obvious in the name ‘Customer Success’, but the panel held similar sentiments. The panel agreed, finding new ways to connect and nurture your professional relationship with your clients is integral to the success of your business. What works for some businesses, may not work for other businesses. ‘What is the perfect amount of time to spend with your clients to contribute to the value of the relationship?’

The future

“What’s next?” is a question constantly thrown around to keep the momentum of success flowing, especially around the beginning of a new year. On a similar theme to the rest of the panel, key points discussed included continuing and improving quality client connectivity, building more successful teams, and looking at ongoing National and International trends. Looking at and preparing for where your clients might want to go will give you a leg up when it comes to meeting their needs.

Overall, we’re really looking forward to seeing what the next Financial year holds within the Customer Success space with these Leaders at the forefront.


Author-Zoe Chester-Woods (CSO)


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