What is Customer Success Responsible For, Anyway?

I often forget this is a legitimate question, but all I need to do is talk to people entering SaaS and this is completely revolutionary. This approach does not always work in a non-subscription economy. However, in a subscription economy it’s vital. So here goes. Most everyone understands Customer Success owns Gross Retention. But beyond … Continue reading What is Customer Success Responsible For, Anyway?

Increasing The Efficiency of Your Not-for-profit

This blog post is a bit different than my typical SaaS, Leadership, and technology topics. I’ll continue writing on those topics but I have a heart for non-profits and the work they do. If you’re working with a non-profit and I’d be honored to hear your story and what they’re all about. Recently I assisted … Continue reading Increasing The Efficiency of Your Not-for-profit

Disappearing Jobs

I was at a kid’s birthday party a few months ago and was reading this Tweet (note: it’s a better idea to spend time with other adults at the party instead of on your phone): https://twitter.com/brentbeshore/status/1005514676669542400?s=12 “We’ve looked at around 300 construction-related companies this year and every one of them says the biggest challenge, by … Continue reading Disappearing Jobs

Where is The Future Going, Anyway?

The Harvard Business Review wrote an article a couple years back titled, The Simple Economics of Machine Intelligence. It’s a fascinating piece. Digest it slowly and over several cups of coffee/beer/wine/La Croix/whatever. Changes afoot caused by machine intelligence: Cost of goods and services that rely on prediction will continue to decline. Cheap is good, right? Well, … Continue reading Where is The Future Going, Anyway?

Margin

Event to event. Hectic. Fast-paced. Schedule conflicts. Pack it all in. Tired. Running on empty. Resting. Slowing down. Contemplation. Margin. I’ve been thinking a lot about what it means to have margin in my life for the last few months. I’m terrible at having margin in my life — mornings, lunch breaks, late nights, whatever. Margins were … Continue reading Margin