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 buddedContinue reading “Customer Success: Aligned Goals, Not Altruism”

Customer Service — The Tome

I’ve spent a long time thinking, contemplating, writing, and re-writing my thoughts and beliefs on Customer Service, at least within a SaaS environment. I will spend the next number of weeks and months sharing my thoughts and considerations on the topic. Customer Service is a very deep, thoughtful topic. There are many pitfalls and joys,Continue reading “Customer Service — The Tome”