Jeff Beaumont

Should Support/Success Have a Commit?

SaaStr has a good question for when your VP of sales has a sales commit…so, then, shouldn’t your VP of marketing have a lead commit? http://www.saastr.com/your-vp-sales-has-a-sales-quota-your-vp-marketing-needs-a-lead-quota-period Let’s think about this from the perspective of Support and Customer Success. Should we, in our respective teams and departments, have a commit? We can argue there’s a commitContinueContinue reading “Should Support/Success Have a Commit?”

Finding what you love can come in many many ways.

For example, you might need to broaden your thinking a bit on what you would actually love to do because your current view of life is too constricting. For example, are you open to new and old hobbies like flying a kite, reading ancient Roman history, picking up the shamisen (three stringed Japanese “guitar”)? WhatContinueContinue reading “Finding what you love can come in many many ways.”

Expectations

Expectations are great except when they’re not. How do you understand how good you’re doing if you don’t have expectations and goals? On the flip side, what if you consistently miss those expectations? Does that mean you’re a failure? What if it’s because you had too high of expectations? How do you know which isContinueContinue reading “Expectations”

Customer Success: Aligned Goals, Not Altruism

(I’ve written and re-written this one for the past three months. It’s taken me long enough.) I’m attracted to a good story. I’m a sucker for them, really. One oft-repeated story is that Customer Success is altruistic, and has little-to-no self-centeredness. Like anything else in life, there’s a kernel of truth in that which buddedContinueContinue reading “Customer Success: Aligned Goals, Not Altruism”

Support Tooling: Elev.io

One thing we know in life: you can’t do it on your own. That’s also true in Support. A fascinating tool we use is called Elevio. It’s self-service, built into our system. One problem we had—which many other companies have—is our knowledge base (training materials) is segregated from our website. So to find the answer,ContinueContinue reading “Support Tooling: Elev.io”