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 beyondContinue 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."