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’veContinue reading “What is Strategy? Examples In Customer Success”

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 whatContinue reading “Results-Second Leadership”

Fire Yourself — a multi-year process of self-renewal

Self-reflection is a difficult skill. If you’re struggling with an honest reflection of your (work) life, start here: fire yourself. Seriously, act as if you just fired yourself from your role. Now what do you do? In 2016 I listened to a podcast episode titled Fire Yourself. It changed my perspective. The key difference was I couldContinue reading “Fire Yourself — a multi-year process of self-renewal”

Focus and Meeting Time

I don’t recall being a person who “hates meetings”. In fact, early on in my career I sometimes leaned toward joining meetings because I was in the camp who believed that’s where the “important stuff happened.” Now that my calendar is full of meetings and, within the Covid-era, we have even more meetings, I’m actively focused on eliminating, shortening,Continue reading “Focus and Meeting Time”

PROVE Value to Your Customers

Visibility into customer accounts always seemed to the “holy grail” of Customer Success. While a fully-fledged Customer Health Score can require years of work and refinement, here are some ways to get started and finding value in 1-2 months (or less!). My company recently completed the first version of our Account Health Scoring methodology (moreContinue reading “PROVE Value to Your Customers”