About When Grey Matters
Our Story
Our Services
Our Services
When Grey Matters was created to assist organisations in supporting their Customer Success (CS) functions, processes, and the individuals within the CS team. By embracing an inclusive and scientifically validated Human Factors approach the Customer Success Manager can increase their personal efficiency, enhance their productivity, impro
When Grey Matters was created to assist organisations in supporting their Customer Success (CS) functions, processes, and the individuals within the CS team. By embracing an inclusive and scientifically validated Human Factors approach the Customer Success Manager can increase their personal efficiency, enhance their productivity, improve their motivation, and experience positive outcomes in relation to enriching their specific client engagements and augmenting their own individual cognitive plasticity / problem solving skills.
Our Services
Our Services
Our Services
We offer three types of engagement at When Grey Matters, ranging from a standard Customer Success Management provision on a flexible freelance basis, a scale-up service for start ups, to a comprehensive holistic support and enablement programme utilising Emotional Intelligence (EI), Cognitive Behavioural Therapy techniques, Sleep Science and Mindfulness.
Our Approach
Our Services
Our Approach
From a When Grey Matters perspective, Human factors in business encompass the various psychological, social, and behavioural elements that can influence an individual Customer Success Manager’s performance, interactions, and their overall success within an organisational setting. These factors are crucial in understanding how CSM’s may behave, make decisions, and collaborate in the workplace.
Why Grey Matters
The meaning behind the colour
- Issues are seldom black-and-white; frequently, a "grey area" lacks clear definition, causing uncertainty. Customer Success (CS) strives for clarity in handling diverse customer expectations, emphasizing the need to identify metrics for evaluating and enhancing satisfaction and engagement.
- The term "grey matter" signifies an individual's intellectual or mental capacity. Customer Success Managers (CSMs) leverage these abilities to grasp new features, updates, and industry trends, offering valuable guidance to customers. A cognitive approach is crucial for both anticipating customer needs and addressing immediate issues.
- CSMs often navigate challenging scenarios like handling dissatisfied customers, escalations, or issues beyond their control. Developing skills to manage difficult conversations and find solutions is crucial to avoid experiencing "feeling grey" — a sense of being down, pessimistic, or emotionally subdued.
- CSMs frequently face unresponsive or non-communicative customers. The concept of "grey rock," commonly applied in interpersonal relationships, describes clients who are emotionally detached, offer minimal responses, and show little interest or engagement.
- The idiom "getting a few grey hairs" originates from experiencing premature aging effects due to stress. For a CSM, consistently demonstrating the product or service's value is crucial for ensuring customer loyalty. Retaining customers poses a constant challenge, particularly amid competition and evolving customer business needs.
HEAR & NOW - Empowering Customer Success Managers
- Mindfulness enhances attention and emotional regulation, enabling CSMs to approach customer interactions with greater clarity and empathy. As CSMs engage in mindfulness, they develop the ability to respond thoughtfully to customer needs, fostering stronger connections and reducing the likelihood of burnout.
- Training in Emotional Intelligence (EI) equips CSMs with the skills to navigate diverse customer personalities and build rapport effectively. By recognizing and responding to both customer and internal team emotions, CSMs can foster a positive work environment and enhance overall customer satisfaction.
- Cognitive Behavioural Therapy (CBT) can help CSMs manage stress, enhance problem-solving skills, and develop a positive mindset. By addressing cognitive distortions and promoting resilience, CBT equips CSMs with the tools to navigate challenges and maintain a constructive approach to customer relationships.
- Adequate and quality sleep is essential for cognitive function, emotional resilience, and overall well-being. Sleep science interventions can include education on sleep hygiene, stress reduction techniques before bedtime, and the promotion of a healthy work-life balance. By prioritizing sleep, CSMs can optimise their cognitive performance, maintain emotional balance, and approach their responsibilities with renewed energy and focus.
Incorporating these psychological and well-being principles into the workplace not only enhances the effectiveness of Customer Success Managers but also contributes to a healthier and more supportive organisational culture. By addressing the mental and emotional aspects of the role, businesses can empower their CSMs to navigate challenges successfully, build strong customer relationships, and ultimately contribute to the long-term success of the company.
Business Services for When Grey Matters
CS enrichment and development – holistic programmes for CSM success
Do you provide your CS team members with a comprehensive support and enablement process?
Our Customer Success enrichment and development programs are structured initiatives designed to enhance the skills, knowledge, and expertise of professionals working within Customer Success. These programmes aim to equip CS individuals with the tools necessary to excel in fostering long-term, mutually beneficial relationships with customers.
By concentrating on areas such as Active Listening communication strategies, therapy-based problem-solving techniques, and Emotional Intelligence focused empathy-building exercises, these programs empower customer success teams to better understand client needs, effectively address concerns, and proactively provide solutions.
Additionally, CSM-centric Wellbeing processes, based upon both Mindfulness and Sleep Hygiene practices, further support the individual in their occupational performance.
These initiatives not only elevate the proficiency of individuals but also contribute significantly to the overall success and retention of satisfied customers within an organisation's ecosystem.
Short to mid-term CSM engagements – a freelance resource to suit client needs
Do you need a temporary Customer Success resource to assist in your business growth?
An offering to provide for a flexible CSM provision to address specific operational requirements, as and when required.
Each assignment is flexible, from delivering a standard CS function that can be speedily integrated into your organisational structure (e.g. renewals management, retention / churn activities, and client relationship building), to more strategic needs such as swiftly assessing current customer success strategies, identifying areas for improvement, and implementing effective solutions within a compressed timeframe.
Start-up strategies – scaling a CS org on a freelance project basis
Are you a start-up organisation looking to implement a Customer Success function?
Scaling a Customer Success organisation involves strategising to expand its capacity and effectiveness while maintaining a quality service delivery. By analysing current workflows, customer needs, and team capabilities, a typical project engagement would start by identifying scalable systems, streamlining processes, and implementing tools that enhance efficiency and customer satisfaction.
Regular performance assessments and feedback loops aid in refining strategies, ensuring that the scaling process remains agile and adaptable to evolving customer demands.
About Jason
Jason is a Graduate in Psychology from London University. Holding a BSc in Psychology from Royal Holloway he has pursued a long-standing career working for transformational IT technology organisations such as IBM and SPSS for over 23 years.
Prior to transitioning to large scale corporate business Jason started his journey in the Ophthalmic Optical field qualifying as an Ophthalmic Optical Technician working in private optical practice, specialist domiciliary dispensing, and clinical facility management. He subsequently played a significant role as a Services delivery specialist for the EU Occupational Health (OH) Directive 89/391/EEC (minimum safety and health requirements for work with display screen equipment) facilitating on-site ophthalmic screening and visual ergonomic recommendations for major corporate clientele within the UK.
As a result of his OH activities Jason expanded his academic studies on Psychology, with special interests in cognitive ergonomics in aviation and the neuropsychology of sleep, culminating with attendance at the Human Factors Technology Group, College of Aeronautics, Cranfield University.
Having undertaken numerous professional development programmes during his career that predominantly focused on commercial outcomes e.g., negotiation and Sales-based agendas, his ultimate passion was in the synergy of business focus together with person-centred support. Most recently Jason embarked upon numerous courses that investigated therapeutic interventions such as Cognitive Behavioural Therapy and Mindfulness together with the occupational application of Emotional Intelligence measurement and development.
The culmination of his commercial experiences, academic familiarity, and an enduring enthusiasm for employee wellness position Jason to propose a dedicated service supporting CS processes, for aspiring and small business owners as well as established organisations.
Born in the UK with origins in Eastern Europe Jason has travelled extensively for both work and pleasure. In his free time, he enjoys socialising with family & friends, together with travelling. Living in South-West London Jason combines his easy access to the countryside with the creative diversions on offer within the capital.
