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Reflections on Robinhood’s checking & savings fiasco
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. And…
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Affirmation
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…
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Your Team’s Shields Are Down
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…
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Keeping Customers at All Costs
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…
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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…
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Jeff Beaumont 