Tag: Customer Success
-
Cheap Code Isn’t Free
The hidden costs of AI-generated software — and what happens when quality gets optional
-
Who Owns the Outcome?
Forward deployed engineers ship fast. Someone still has to own what happens next.
-
Evaluating Your (Nonexistent) Tech Stack
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?” From there, sit with these considerations: A Project Plan should incorporate at…
-
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 do and what are their responsibilities? We can’t see the forest from the tr—I…
-
What Is Strategy? A Practitioner’s Answer
The word “Strategy” appears in almost every planning deck I’ve ever seen. To borrow from The Princess Bride: “You keep using that word. I do not think it means what you think it means.” Most of the time, it means goals. “Our strategy is to grow NRR to 120%.” That’s a target. “Our strategy is…
Jeff Beaumont 