Blog Playbooks by Jay 31 July 2021 by Jay 31 July 2021 We talk a lot about ‘playbooks’ in customer success. Here’s what they are… A playbook … 0 FacebookTwitterPinterestEmail
Blog CS begins and ends with product by Jay 30 July 2021 by Jay 30 July 2021 The best CEOs know that even the most amazing customer success team in the world … 0 FacebookTwitterPinterestEmail
Blog Customer-centric ceos by Jay 30 July 2021 by Jay 30 July 2021 The best CEOs know that their employees will treat customers the way they are treated … 0 FacebookTwitterPinterestEmail
Blog Hiring for skill & will by Jay 29 July 2021 by Jay 29 July 2021 What do I look for when hiring? Skill and will. Skill is easy to assess; … 0 FacebookTwitterPinterestEmail
Blog Churn-lost calls by Jay 28 July 2021 by Jay 28 July 2021 It’s a good idea to do 3rd party churn-lost customer calls from time to time. … 0 FacebookTwitterPinterestEmail
Blog Asking great questions by Jay 27 July 2021 by Jay 27 July 2021 The ability to ask great questions is a super power, and I believe anyone can … 0 FacebookTwitterPinterestEmail
Blog Account management v customer success by Jay 26 July 2021 by Jay 26 July 2021 The reason people find customer success so confusing is that we refuse to use the … 0 FacebookTwitterPinterestEmail
Blog NPS is a company metric by Jay 25 July 2021 by Jay 25 July 2021 Don’t settle for NPS in your bonus plan unless every executive in the company, including … 0 FacebookTwitterPinterestEmail
Blog Renewals, upsell, cross sell by Jay 24 July 2021 by Jay 24 July 2021 Perrenial question in customer success: how are renewals, upselling, and cross selling handled? Here’s how … 0 FacebookTwitterPinterestEmail
Blog Renewal forecasts by Jay 23 July 2021 by Jay 23 July 2021 One area where #customersuccess teams can take on to immediately make an impact on the … 0 FacebookTwitterPinterestEmail
