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 of … Continue 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 that … Continue 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 such … Continue 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 beyond … Continue 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, … Continue reading Make haste slowly.
Summer 2017 I read this article by Michael Hyatt entitled 7 Things to Ask When Bad Things Happen. It is a terrific article, and at that time I had the thought, “man, glad everything is going well and I don’t have to use it.” The very next day, one of my managers turned in his … Continue reading Opportunities In The Unexpected
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