What analytics and metrics ought we use? There are so many who have written in this area that I wouldn’t add much from a technical aspect. And that’s okay. I can stand on the shoulders of those who’ve come before me. Let’s start with a question: “if I were on stage in front of myContinue reading "Framing Metrics in Terms of the Customer’s Success"
Managing Resources
Who manages the resources? Coaches? Customer Success? Support? Product? Marketing? Combo plate? Endless possibilities! Remember: the person or group responsible for resources must also have their butt on the line regarding churn and feel the pain of customers when they don’t “get” your app, your documentation, and vent to you about their frustrations. If theContinue reading "Managing Resources"
Resource For Your Customers
Where I believe freedom is the best for your teammates, I’m not convinced the same logic can be applied to customers. Many times it is certainly true, but one big difference is that customers want to get in, learn what they need, and get on their way. That’s true of all humans, but we asContinue reading "Resource For Your Customers"
Resources For Your Team
What do resources for your team look like? Many factors exist: perks and benefits of the startup; perks and benefits of the Support team; and resources you and management provide. The biggest resource, I believe, you can provide your team is the freedom to grow and solve problems on their own. With providing everything it’sContinue reading "Resources For Your Team"
Storyline Format
I’ve been reading books on winemaking and viticulture and was really struggling through them with all the terms. About 95% of the terms were new to me (background: prior to two months ago, I had brewed several batches of beer with friends and recently three separate apple cider batches by myself, but definitely no winemakingContinue reading "Storyline Format"
Jeff Beaumont 