Author Archives: Jeff Beaumont

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?”

Masters of Scale recently interviewed Ariana Huffington. It was a fantastic episode. Ariana made a statement about bad hiring: I can trace back all my hiring mistakes to being tired, which has the impact not just of impairing your cognitive abilities to make the right decisions but also subconsciously of making you want to say,ContinueContinue reading “Make haste slowly.”