Category Archives: Uncategorized

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”

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”

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).

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”

“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: Giving people autonomy and holding those accountable Being more human and moreContinueContinue reading “Results-Second Leadership”