Blog We Introduce The CSM by Jay 20 May 2020 by Jay 20 May 2020 “We introduce the CSM after Onboarding and implementation are complete.” But what happens if there … 0 FacebookTwitterPinterestEmail
Blog The Benefits Of Becoming a Customer by Jay 19 May 2020 by Jay 19 May 2020 The benefits of becoming a customer-centric company have never been more clear. But the question … 0 FacebookTwitterPinterestEmail
Blog What Books Have Inspired You In Your Career? by Jay 18 May 2020 by Jay 18 May 2020 SaaS & CS leaders: What books have inspired you in your career? Here are a … 0 FacebookTwitterPinterestEmail
Blog The CSM’s Job by Jay 14 May 2020 by Jay 14 May 2020 Often we don’t link our products to our customers’ anticipated benefits. Or we mistake indirect … 0 FacebookTwitterPinterestEmail
Blog Incentive Pay Is Old School by Jay 13 May 2020 by Jay 13 May 2020 Incentive pay is old school. Common sense says that if you want an outcome, you … 0 FacebookTwitterPinterestEmail
Blog What They Do With It by Jay 12 May 2020 by Jay 12 May 2020 Don’t worry too much about which #cx metric to use. Consider this from McKinsey & … 0 FacebookTwitterPinterestEmail
Blog How Does This Company Make Money? by Jay 12 May 2020 by Jay 12 May 2020 CSMs: First question to answer about your new account: “How does this company make money?” … 0 FacebookTwitterPinterestEmail
Blog Is Customer Success Part Of Sales Or Support? by Jay 11 May 2020 by Jay 11 May 2020 “Is customer success part of sales or support?” My answer? It’s neither. It’s consulting. CSMs … 0 FacebookTwitterPinterestEmail
Blog Isn’t Community Great? by Jay 7 May 2020 by Jay 7 May 2020 “I’ve made so many valuable connections since joining CS office hours.” We hear this almost … 0 FacebookTwitterPinterestEmail
Blog Who Owns Retention? by Jay 7 May 2020 by Jay 7 May 2020 “Who owns retention?” The executive team does. If you’re a CS leader and your entire … 0 FacebookTwitterPinterestEmail
