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  • Blog

    #1 cs exec skill

    by Jay 30 April 2023
    by Jay 30 April 2023

    Over the past several years, I’ve been thinking a lot about the role leadership plays …

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  • Blog

    gall's principle and health scores

    by Jay 16 April 2023
    by Jay 16 April 2023

    Your health scoring system is probably overly complex. In 1978 John Gall published a notable …

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  • Blog

    cs essentialism

    by Jay 9 April 2023
    by Jay 9 April 2023

    80% of CSM activities don’t impact a customer’s decision to renew. “How does he know …

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  • Blog

    specialize to scale

    by Jay 2 April 2023
    by Jay 2 April 2023

    The Ford Motor Company assembly line is a classic example of the benefits of specialization. …

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  • Blog

    it's time for profitability and retention

    by Jay 26 March 2023
    by Jay 26 March 2023

    Retention and profitability. These two words have played second fiddle to “sales” and “growth” for …

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  • Blog

    our people need to believe

    by Jay 19 March 2023
    by Jay 19 March 2023

    Maybe I’m all jazzed up because the new season of Ted Lasso is out… But …

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  • Blog

    cs beyond the csm

    by Jay 12 March 2023
    by Jay 12 March 2023

    It’s impossible not to mention the Silicon Valley Bank debacle this morning,  so I will. …

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  • Blog

    lead better, write more

    by Jay 5 March 2023
    by Jay 5 March 2023

    Want to be a better leader? Here’s one thing you can start doing today that …

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  • Blog

    5 csm skills

    by Jay 26 February 2023
    by Jay 26 February 2023

    The following article was published by CS Insider last December. It hits on five essential …

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  • Blog

    the psychology of waiting

    by Jay 19 February 2023
    by Jay 19 February 2023

    Every minute feels like two. The first lesson I was taught about waiting tables is …

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