Customer Success


Executive buy-in is crucial for successful modernisation projects, as it aligns the project with strategic goals, secures necessary resources, and fosters a culture of innovation. To gain executive support, involve stakeholders early, build a realistic roadmap, and gather customer insights. Successful examples show the value of executive endorsement, while lack of buy-in can lead to project failures. By ensuring executive alignment and maintaining stakeholder engagement, organisations can effectively navigate the complexities of modernisation and achieve long-term success. …


In 2024, customer success has evolved into a strategic growth engine for businesses, with Customer Success Managers (CSMs) playing a pivotal role in retention, revenue generation, and expansion. The traditional approach of sporadic client interaction has shifted toward continuous engagement, with CSMs specializing in either technical expertise or revenue-focused roles. Companies are embracing AI and data-driven strategies, using advanced analytics to enhance customer satisfaction and uncover growth opportunities. The integration of AI tools, real-time metrics, and personalized customer success approaches positions businesses for sustainable growth and long-term client retention. …


The pilot episode of a TV show serves as a test to gauge its success, a concept similarly applied in the software industry through piloting and testing. Product success and customer success are deeply interdependent, influenced by factors such as marketing, development, and operations. To set a product up for success, clearly define the problem it solves, launch a pilot to gather feedback, and continuously iterate based on insights, ensuring that the product meets both technical and customer needs.
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Verinote, developed by WorkingMouse in November 2019, is a secure web app for detailed and confidential note-taking, especially for law enforcement. It automates data recording, ensures secure storage, and includes features like audio recording and handwriting recognition. Built on a LAMP stack and delivered on time and budget, Verinote was completed in six weeks using a fixed time, variable scope approach. …


Onsider is a B2B platform connecting specialized independent contractors with civil construction companies in Australia and New Zealand. Founded by an experienced civil engineer, the platform allows companies to easily find and hire skilled contractors for flexible contracts, while offering engineers the freedom to work freelance and receive timely payments. WorkingMouse developed a mobile-responsive web app with user-friendly features for both contractors and employers. Future plans include enhanced features, a ChatBot, and a native mobile app. …


Tool Protect, founded by Gayle, a health professional, and her police officer husband, addresses tool theft issues with a new app. Despite initial challenges, the app quickly gained traction, earning media attention and nearly 2,000 subscriptions in its first month. WorkingMouse helped develop the app with a user-friendly design and efficient workflow. Moving forward, Tool Protect plans to monetize through subscriptions and commercial partnerships, aiming for a national rollout.
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The Central Highlands Development Corporation (CHDC) revamped their outdated website and created a new platform for promoting local food and produce, partnering with WorkingMouse. By using user personas and the Codebots Resource Behaviour, they developed a responsive, filterable website and a dynamic platform for local vendors. The CHDC site went live in 4 weeks, and the new platform in 2 weeks. CHDC aims for continuous modernization and plans to use the platform’s success to potentially license it to other regions. …


SuzanneStays is a real estate platform dedicated to providing truly accessible accommodation for everyone. Co-founded by Michael, Suzanne, and Paul, the platform emerged from Suzanne’s personal journey with motor neurone disease (MND/ALS) and their realization of the gap in accessible vacation options. Developed with a focus on user-friendliness and accessibility, SuzanneStays features a holiday-building wizard, detailed property accessibility descriptions, and a two-sided portal for users and property owners. Launching on March 28, the platform aims to expand its property base and features to meet growing demand. …

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