Blog two sets of metrics by Jay 16 July 2023 by Jay 16 July 2023 Customer success isn’t renewals. It isn’t upsell or expansion. It’s not onboarding, support, and it’s … 0 FacebookTwitterPinterestEmail
Blog listening at scale by Jay 9 July 2023 by Jay 9 July 2023 Tucked inconspicuously into his 2002 letter to shareholders, Jeff Bezos made a comment that should … 0 FacebookTwitterPinterestEmail
Blog the challenger csm by Jay 2 July 2023 by Jay 2 July 2023 In 2011, Matt Dixon and Brent Adamson published The Challenger Sale. In the book, they … 0 FacebookTwitterPinterestEmail
Blog you're not as customer-centric as you think by Jay 25 June 2023 by Jay 25 June 2023 You think your company is customer-centric company, but it’s probably not. Many people mistake customer-centricity … 0 FacebookTwitterPinterestEmail
Blog control what you can control by Jay 18 June 2023 by Jay 18 June 2023 When Bob Iger became Disney’s CEO in 2005, there was much to do. Michael Eisner, … 0 FacebookTwitterPinterestEmail
Blog differentiating customer success by Jay 11 June 2023 by Jay 11 June 2023 Customer success has a perception problem in many businesses. Other teams such as sales, services, … 0 FacebookTwitterPinterestEmail
Blog playing the long game by Jay 4 June 2023 by Jay 4 June 2023 Over the past couple of weeks, I’ve gone down a rabbit hole. I’ve been consuming … 0 FacebookTwitterPinterestEmail
Blog more than a csm by Jay 28 May 2023 by Jay 28 May 2023 Your customers need more than a CSM to be successful. Over the past decade, customer … 0 FacebookTwitterPinterestEmail
Blog consolidation is coming by Jay 21 May 2023 by Jay 21 May 2023 Consolidation is coming. Thousands of well-funded SaaS companies that took fundraising rounds during the pandemic … 0 FacebookTwitterPinterestEmail
Blog a few things to know about communities by Jay 7 May 2023 by Jay 7 May 2023 Gain Grow Retain just celebrated its 3rd birthday. This anniversary got me thinking and reflecting … 0 FacebookTwitterPinterestEmail
