I recently gave a webinar and a follow-up question was “We’ve had CS for a while but now need to take a closer eye at our tech stack. We have a CRM, no one dedicated to CS Ops, and no CSM tool. What do we do?” Clean Slate – That’s often a great spot to beContinueContinue reading “Evaluating Your (Nonexistent) Tech Stack”
Category Archives: Uncategorized
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 and and what are their responsibilities? We can’t see the forest from the tr—IContinueContinue reading “Proficient CS Ops Begins With Clear Ownership Responsibilities”
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: Status updates help your boss know your progress — curtails micro-management as your boss knows your projects and statusContinueContinue reading “Friday Recap Emails. Alternative Title: Demonstrating Your Effectiveness to Your Boss”
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).
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’veContinueContinue reading “What is Strategy? Examples In Customer Success”
Jeff Beaumont 