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Proficient CS Ops Begins With Clear Ownership Responsibilities
Fresh eyes: help to see things anew. Sometimes when we are so close to something, we cannot see it for what it is. Or we get so into the details that we can miss what’s important: what does CS Ops actually do and what are their responsibilities? We can’t see the forest from the tr—I…
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Friday Recap Emails. Alternative Title: Demonstrating Your Effectiveness to Your Boss
I’ve followed the practice of sending my boss a weekly recap email every Friday since 2016. I still do it because it is so valuable. Sending your boss a weekly snapshot does many things for you: There are many more benefits. Let’s jump into the email structure now. It sounds like a lot. The email…
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Gainsight Pulse 2023 – Customer Health Scoring
I had the honor of sharing many of our learnings (bumps and bruises, especially!) on our Customer Health Scoring approach. Here is the recording (45 minutes including Q&A).
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What Is Strategy? A Practitioner’s Answer
The word “Strategy” appears in almost every planning deck I’ve ever seen. To borrow from The Princess Bride: “You keep using that word. I do not think it means what you think it means.” Most of the time, it means goals. “Our strategy is to grow NRR to 120%.” That’s a target. “Our strategy is…
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Results-Second Leadership
“Safety third”. Sorry, what?! Mike Rowe, from Dirty Jobs, popularized the Safety Third concept. Eye-catching, right? Who will argue safety is anything but first? In a conversation with a mentor, I was challenged to consider ways to be a better (people) leader. I wanted to improve: In talking through these concepts he, again, challenged my thinking on what…
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Jeff Beaumont 