Category: GTM Operations
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What is Strategy? Examples In Customer Success
I was introduced to the book Good Strategy, Bad Strategy through Dave Kellogg in his book review. Before this, “strategy” was a term once used to sound smart, to appear capable, and to act confidently. I believe it still is. So when I came across the book, I devoured it and re-read sections (unusual for me). Below is what I’ve…
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Build Versus Buy
A lot of people think, “oh, I can just build that. I don’t need to pay someone else an ongoing fee.” But that’s the wrong thinking for two reasons. It’s not like I need a dining table to put food on and I can either build it or buy it. That’s a one time purchase.…
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Should Support/Success Have a Commit?
SaaStr has a good question for when your VP of sales has a sales commit…so, then, shouldn’t your VP of marketing have a lead commit? http://www.saastr.com/your-vp-sales-has-a-sales-quota-your-vp-marketing-needs-a-lead-quota-period Let’s think about this from the perspective of Support and Customer Success. Should we, in our respective teams and departments, have a commit? We can argue there’s a commit…
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Customer Success: Aligned Goals, Not Altruism
(I’ve written and re-written this one for the past three months. It’s taken me long enough.) I’m attracted to a good story. I’m a sucker for them, really. One oft-repeated story is that Customer Success is altruistic, and has little-to-no self-centeredness. Like anything else in life, there’s a kernel of truth in that which budded…
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Implications of SaaSifying Our Budgets
The concept of moving from transactional purchases to subscriptions is fascinating. From how we think about customers, to how we serve them (Customer Success), and how we continue to perceive the value over the course of time. There’s a lot going on here. But, from a personal budget standpoint, as this transition takes place, it…
Jeff Beaumont 