Blog breaking convention by Jay 12 February 2023 by Jay 12 February 2023 I talk to interesting people in the SaaS and customer success space every week. This … 0 FacebookTwitterPinterestEmail
Blog driving roi from cs by Jay 5 February 2023 by Jay 5 February 2023 The pendulum is swinging toward customer retention as a business imperative. Given the pressure on … 0 FacebookTwitterPinterestEmail
Blog cs, back to basics by Jay 29 January 2023 by Jay 29 January 2023 In 2019, my business partner, Jeff, and I launched a podcast called Gain, Grow, Retain. … 0 FacebookTwitterPinterestEmail
Blog cs needs to scale by Jay 22 January 2023 by Jay 22 January 2023 Customer success has a scale problem. A Google search on “customer success playbooks” yields countless … 0 FacebookTwitterPinterestEmail
Blog best player wins by Jay 15 January 2023 by Jay 15 January 2023 In 2009, researchers analyzed 103 million online Texas hold ’em poker hands and made a … 0 FacebookTwitterPinterestEmail
Blog delight vs. effort by Jay 8 January 2023 by Jay 8 January 2023 By now, you probably know my perspective on customer success vs. customer support. They are … 0 FacebookTwitterPinterestEmail
Blog controlled chaos (barely) by Jay 18 December 2022 by Jay 18 December 2022 Have you ever had one of those weeks where everything seemed chaotic and out of … 0 FacebookTwitterPinterestEmail
Blog reciprocity in cs by Jay 11 December 2022 by Jay 11 December 2022 I posted on Linkedin this week about how CS teams will benefit from thinking beyond … 0 FacebookTwitterPinterestEmail
Blog bottoms up by Jay 4 December 2022 by Jay 4 December 2022 This week I interviewed Wayne McCulloch, Chief Customer Officer at WalkMe and author of The … 0 FacebookTwitterPinterestEmail
Blog service vs hospitality by Jay 27 November 2022 by Jay 27 November 2022 Service and hospitality. Are they the same thing? According to Danny Meyer, one of the … 0 FacebookTwitterPinterestEmail
