Blog Leadership is the opposite by Jay 7 December 2021 by Jay 7 December 2021 Leadership is the opposite of how most people think of it… Instead of telling, it’s … 0 FacebookTwitterPinterestEmail
Blog Churn, a company problem by Jay 5 December 2021 by Jay 5 December 2021 Customer success managers aren’t a panacea for solving your churn problems. Churn is a company … 0 FacebookTwitterPinterestEmail
Blog Support first by Jay 4 December 2021 by Jay 4 December 2021 If your support function isn’t working well, the customer success team will become support for … 0 FacebookTwitterPinterestEmail
Blog Life’s too short by Jay 2 December 2021 by Jay 2 December 2021 Life’s too short to work for a company that doesn’t get customer success. View original … 0 FacebookTwitterPinterestEmail
Blog Presenting nps by Jay 1 December 2021 by Jay 1 December 2021 Net Promoter Methodology Information I need to see within any NPS score presentation: – targeted … 0 FacebookTwitterPinterestEmail
Blog Root needs by Jay 1 December 2021 by Jay 1 December 2021 Customers knocking down your door with feature requests? Here’s one of the most powerful questions … 0 FacebookTwitterPinterestEmail
Blog Community: the future of CS by Jay 30 November 2021 by Jay 30 November 2021 The best SaaS companies in the world are focused on building community amongst their customers, … 0 FacebookTwitterPinterestEmail
Blog CX as product by Jay 30 November 2021 by Jay 30 November 2021 Overheard on a product demo today: “the experience we deliver is part of our product.” … 0 FacebookTwitterPinterestEmail
Blog Role specialization by Jay 28 November 2021 by Jay 28 November 2021 Early stage SaaS companies (< $10MM ARR) start out with a one-stop-shop CSM role which … 0 FacebookTwitterPinterestEmail
Blog Customer success operations by Jay 23 November 2021 by Jay 23 November 2021 What you thought CS Ops was: – CS Platform Administration What CS Ops actually is: … 0 FacebookTwitterPinterestEmail
