Spend a couple moments and fill in the blank: I want to become a better ________. Did you fill it something like employee, leader, or something related to your work? Maybe as I recently wrote, a thought leader? Or did you say something like “parent”, “spouse”, “friend”, or something a bit more personal? There’s the saying "youContinue reading "You Become What You Measure"

Dunning Management is an often overlooked aspect of Customer Success. It happens silently.Actually, it’s less of what we’re doingand more of what we’re not doing. We effect change by action and inaction.Where is your churn coming from? What is the breakdown of customers (and their respective dollars): Voluntary churn (requesting to cancel)Involuntary churn (payment method fail)Merchant block (whereContinue reading "Dunning Management: Your Rollout Plan to Increase Retention"

I’ve been thinking a lot about the concept of hard work and on becoming an expert. Unsurprisingly, there is a lot to it. Hard Work Last summer I read Malcolm Gladwell’s Outliers. A fascinating book for anyone to read. One of his points is that it usually takes us 10,000 hours to become an expert inContinue reading "On Becoming a Thought Leader"

Oftentimes and many years later we have realizations on how silly we were, how short-sided we thought, or simply how wrong we were. This is one I wish I could write to my younger self. As I journaled, I realized it wasn't simply a letter to my younger self, but to many, many people today.Continue reading "Efficiency: A Letter to My Younger Self"

I went on a jog a few days ago. No earbuds. No screens. No music, audiobooks, podcasts—just my thoughts. I enjoyed the beauty of January, though we often think of it as dead and decaying. We long for spring. Around 3 miles in I looked down and saw two pennies. I picked them up forContinue reading "The Two Pennies"