Author Archives: Jeff Beaumont

We in fintech often confuse Type 1 vs 2 decisions—reversible/not reversible. Robinhood reversed it, yes, but at high cost. As great as tech is, disrupting existing systems first requires wading through minutiae of regs + history. It’s truly amazing to be part of companies and watch other companies move fast and do incredible things. AndContinueContinue reading “Reflections on Robinhood’s checking & savings fiasco”

You check your email. There may be a lot, or there may be a few, but tonight (and it’s Sunday night before a big week) you see one from your boss—or sometimes your boss’ boss. You click on it and see his question. It looks something like this: Hi [your name], Please give [name ofContinueContinue reading “Affirmation”

A couple years ago I read an article called Shields Down describing how people don’t quit the day they resign, they resigned their post a long time ago. It’s when they became vulnerable, when their shields went down that they were open to something new, something different—perhaps where the grass appeared greener. I was caught juxtaposing thatContinueContinue reading “Your Team’s Shields Are Down”

Anti-discounts, Bad Fit Customers, and Not Doing Whatever It Takes to Retain Them   Awhile ago a few of us Customer Success professionals gathered and discussed the benefits and problems what to do under the following scenarios: Something in the product goes haywire for the customer They’re “going to cancel” because we don’t have suchContinueContinue reading “Keeping Customers at All Costs”

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 beyondContinueContinue reading “What is Customer Success Responsible For, Anyway?”