The Customer Journey Maestro

If you can't beat them, join them. I have resigned from my own career as a freelance writer because AI is replacing people like me, and there's no point in waiting around for the inevitable. Now I'm focused on learning how business people can leverage AI. I don't yet have a service to offer around this, but I'm happy to discuss the practical applications of AI anytime.

B2B Strategy Advisor and Consultant

I specialize in building and executing content marketing strategies for companies seeking sustained revenue growth. My process is to create a customized messaging framework (aka, “brand story”), develop a content strategy and calendar, and execute the content strategy by building a content team and/or writing brand content.

Fractional Content Director

I love to write and create content of all kinds. My broad and deep experience across sales, marketing, and customer success gives me a unique perspective and the ability to write compelling content for just about any industry. My approach is to get the inside truth from the people behind each story, and I don’t believe in taking shortcuts. I write and publish for your customers, to engage them, educate them, and compel them to take action. The SEO stuff comes along for the ride. Let’s talk about your freelance writing/content needs.

Freelance Writer

I help B2B companies build and execute modern marketing strategies focused on customers.

B2B Marketing Advisor

Hire me on a full-time or part-time basis to up-level your go-to-market strategy. And it won’t cost you an arm and a leg.

Go-to-Market Strategy Advisor

Your customers have their own Journey that may not match your Funnel or Flywheel. If you want to understand their journey and be there when they need you, that takes work. Designing a customer experience that builds trust, now that's another level entirely. I'm here to help - on your journey.

Customer Journey Guide

On-demand expertise in marketing strategy, demand generation, content marketing, social media marketing, product and customer marketing, sales and marketing alignment, and customer success.

Fractional CMO/VP Marketing

CMO for Hire

Are you in transition? Starting from scratch or making a pivot to a new revenue growth strategy? My Virtual CMO services provide proven expertise to help you jumpstart sales, marketing, and customer experience prior to hiring executives and staffing departments. It's a low-cost, low-risk way to get the strategic advice you need.

Virtual CMO

Riptide Business Press

Ed Marsh and I have written a book, titled Common Sense Revenue Growth, that helps CEOs understand the digital and consumer disruption facing them today and develop plans to grow in spite of those challenges. Buy the book at www.commonsenserevenuegrowth.com.

Author, Podcaster and Consultant

Kuno Creative

Co-owned one of the first and most successful inbound marketing agencies, Kuno Creative. Grew the agency from a handful of talented marketers and designers to a 50+ person agency with clients ranging from national healthcare and technology companies to international consortiums and manufacturing giants. Specialized in marketing technology and sales enablement - helping companies fix leaky funnels and sales pipelines via strategy, marketing automation and optimized CRM utilization. Please visit Kuno's website, www.kunocreative.com for more information, or follow me on LinkedIn.

EVP and Co-Owner

Awakening Technology Company

Developed corporate websites from scratch using HTML/CSS, then created a proprietary CMS for creating client sites backed by a SQL database using ASP.net and later, Ruby on Rails.

Web Developer

Zydeco Energy

Independent oil and gas exploration company in Houston, TX. No longer in business.

Executive Vice President and CTO

INEXS

Exploration Geophysicist

Raytheon - GeoQuest

Product Marketing Specialist

Shell

Research professional working in electron microscopy for Shell Research and in geophysical interpretation research for Shell Exploration and Production.

Research Geoscientist

B2B Marketing Strategy Advisor With Company, Agency, and Freelance Chops

I retired in 2017 from a 40-year career, mostly in sales and marketing, for a variety of energy, manufacturing, and software companies. My penultimate position was co-owner of Kuno Creative, a digital marketing agency and one of HubSpot's first agency partners. My contributions continue as I seek to help other agency owners, professionals, and free-wheelers navigate their way through gnarly challenges in business and life.

John McTigue

ESG (Customer Success as a Service®️)

ESG delivers Customer Success as a Service® (CSaaS), enabling you to build, operationalize, and transform your CS organization. Helps you improve metrics and accomplish your ultimate goal of reduced churn and increased retention. The services combine consultation, process development, people, and automation to increase the capabilities of your Customer Success organization. My role is to represent the ESG brand to the market and to communicate our advanced thinking about the vital role that Customer Success can play (if built and managed well) for most companies.

Vice President of Customer Success

PeakSpan Capital

Expert Advisor - Customer Success

Proof Analytics

Advise the executive team around customer success topics and best practices

Proof Advisor

CSM Practice

CSM Practice offers high-quality customer success strategy design services for executives who wish to scale their customer success operations while producing quick tangible business results. We serve customer success teams from all over the world.

Companies that work with us see an ongoing decrease in churn rate, an increase in customer references, and an improvement in customer satisfaction.


We specialize in providing customer success best practice and expert resources to help you launch new Customer Success programs and optimizing your existing ones.

You owe it to yourself to see what we're all about and how we can impact your customer success program.

Advisory Board Member

Oracle

I am part of a small team of architects responsible for building the entire Customer Success strategy, along with associated processes, playbooks, procurement and implementation of the technology stack, and the enablement plan for the North America Customer Success organization (300+ individuals).

Senior Director, Customer Success Strategy, Enablement, and Thought Leadership

Responsible for program design and execution of skills enablement for Oracle NA SaaS Customer Success. Conduct industry and competitor research; own responsibility for the Voice of the Customer (VOC) program; internally evangelize the direction we're headed in Customer Success; strategize and help improve Oracle's Customer Success capabilities and offerings; write and speak on various customer-centric topics at customer and industry events

Senior Director, Customer Success Business Advisory Services

Ownership of Voice of the Customer program for North America SaaS customer success customers. Conduct research and create insight reports for executive team. Write for the Oracle Blog and speak at a variety of industry conferences.

Strategic Advisor

I consult with, and advise, senior Marketing and Customer Success leaders on a wide range of issues related to digital disruption, helping them establish digital leadership and drive results through a customer-centric approach, insights gleaned from a sophisticated data strategy, and an acceleration in organizational speed and innovation.  I also write and regularly contribute to the corporate blog.  See more at - https://blogs.oracle.com/author/peter-armaly

Digital Strategist

Technology Services Industry Association (TSIA)

As VP of Research for Customer Success I am responsible for gathering and analyzing information, handling member inquiries and discerning key trends in the area of Customer Success for technology products.  

Specific responsibilities include:

•	Data gathering, analysis, and presentation of industry bench-marking for members.
•	Ongoing content refinements to bench-marking and industry trend data-gathering instruments.
•	Design, implementation and presentation of multi-member studies.
•	Management of internal and external analyst resources.
•	Presentation of key industry trends to membership at various membership forums.
•	Authoring of articles for inclusion in various publications.

Vice President of Research for Customer Success

BMC Software

Extending my role of the last year and building on my experience with wide-ranging business and customer success technologies, I am now leading the development and implementation of a new customer engagement model. Some of my responsibilities include building a technology platform and hiring and leading a new team of Customer Success Managers who will primarily utilize the platform to influence positive change for customers in our mid-tier groups of companies. Increased rates of retention, expanded solution adoption, and an overall rise in the perception customers have of the credibility and importance to their businesses of BMC solutions and services.These are goals my team and I are shooting for.

Member of the Gainsight Customer Advisory Board.

Director Customer Success

My role at BMC is four-fold: 1) to direct teams of Customer Success Managers spread across the Americas. These are teams of managers and CSMs who are executing their mission of ensuring customers move in the right direction in achieving their business goals, as they relate to their investment with BMC Software solutions. 2) Ensure optimal customer retention and develop strong approaches for solution adoption and expansion; 3) to help lead the evolution of the Customer Success practice at BMC, which involves governance and thought leadership. 4) to evangelize the customer success service within BMC to key stakeholders and organizations.

Director, Customer Success - Americas

My role at BMC is to lead and direct teams of Customer Success Managers spread across the Americas. These are teams of CSMs who are executing their mission of ensuring customers move in the right direction in achieving their business goals, as they relate to their investment with BMC Software solutions.

Senior Manager - Customer Success, Americas

Customers buy software products to help them achieve specific and measurable business goals. My role at BMC is to lead a team of Customer Success Managers in the Northeast US and Canada. These are CSMs who are executing against their mission of ensuring customers move in the right direction in achieving those business goals, as they pertain to their investment with BMC Software solutions.

Principal Customer Success Manager

Eloqua

My mandate is to grow the Premier Support organization to meet the ambitious needs of a rapidly expanding list of Eloqua customers seeking expert technical guidance. Our customers are seeking to fully exploit the Eloqua marketing automation platform to optimize marketing campaigns and produce real leads. My team accelerates that effort through a thorough understanding of their client's business and a proactive and intelligent customer service approach.

To ensure we're hitting the mark, I study the marketing automation industry, stay at the forefront of technology advancements with SaaS and Cloud Computing, analyze and take specific action on NPS (Net Promoter Score), encourage and arrange ongoing training for staff, and engage in regular conversations with all my customers.

So far, so good. In one year heading the practice, our service has grown 40%, measured by number of customers and revenue.

Director, Premier Support

CA Technologies

Building on the job description of my previous role, I've assumed a much broader mandate in this new fiscal year.  As part of a new global organization focused on this effort, I handle the technical advisory, consulting, and escalation responsibilites for some of CA Technologies largest Canadian accounts.

Customer Success Architect

I act as the lead technical advisor and contact for a number of enterprise accounts in Toronto.  My primary responsibility is to positively impact the customer's real and perceived value of their relationship with CA by extending to them tactical and strategic guidance for their CA solutions. Customers also benefit from my ability to leverage my deep knowledge of industry directions and trends and to couple that with best practice advice for solution development, design and deployment.

Customer Solution Architect

I managed a global team of Technical Client Leads who worked with and guided their assigned customers in attaining a higher degree of value from their BMC solutions.

Practice Manager, Technical Advisor Service

Managing a team of support account managers and engineers who are assigned to support BMC's implemented solutions at its largest enterprise customers. Responsible for assuring customers receive maximum value for the investment they make in Premier service.

Premier Support Manager

Managed team of presales consultants spread across Canada who were focused on selling and supporting BMC's enterprise service and systems management solutions. Developed and implemented strategy to elevate and broaden the technical relationships within our customer base. Promoted and cultivated a climate of knowledge attainment within the BMC sales organization.

Software Consulting Manager

Acted as a liason linking BMC R&D with customers and BMC Field staff.  Responsible for synthesizing strategy and delivering the message to sales organizations and customers via briefings and speaking engagements at industry events throughout North and South America, Europe, and Asia.

Business Unit Field Director

Technical presales consultant supporting various BMC sales teams in North America in their efforts to sell and entrench BMC solutions in the customer base. I had a particular focus on performance and event management in the applications and middleware segment.

Principal Software Consultant

I am a senior-level executive with over 25 years of experience in GTM (sales, marketing, product, and customer success) often acting in the informal role of cultural broker, and specializing now in Customer Success as a Service (CSaaS). CSaaS is a cutting-edge approach that enables companies to build, operationalize, and transform their customer success organizations, improving their metrics and reducing churn and increasing retention. 

As the Vice President of Customer Success at ESG, I represent the ESG brand to the market and communicate our advanced thinking about the vital role that customer success can play for most companies, if built and managed well. I also advise the executive team of Proof Analytics, a leading automated marketing optimization platform, on customer success topics and best practices. Additionally, I am an industry researcher, a co-author of a customer success industry training study, and a visionary leader who has been recognized as one of the top influencers in customer success for several years. My mission is to help customer success leaders understand what it takes to transform their practices and make them fully digital and better-prepared to not just to defend against, but to exploit, the external forces that are disrupting business. I am passionate about creating and sharing quality content (presentations, blogs, podcasts) on customer success and related topics. I am also a customer success expert advisor for PeakSpan, a private equity firm. I enjoy speaking about customer success at company events and engaging with other professionals in the field.

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John McTigue

Peter Armaly

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