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Blog

time to move on

17 December 2023 0 comment

Friday was my last day at Higher Logic. By extension, my time with the Gain …

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Blog

the wartime cco

10 December 2023 0 comment

Since the financial crisis of 2008-09, we have enjoyed a time of peace and prosperity …

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Blog

Bonus: CS Maturity Model

29 November 2023 0 comment

Teams that don’t specialize will struggle to scale. In early-stage SaaS companies, finding “full stack” …

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Blog

product-led customer success

26 November 2023 0 comment

Let’s talk about product-led customer success. When I became their customer in 2013, I received …

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Blog

what do customers value?

5 November 2023 0 comment

Scaling customer success isn’t just about automating digital touchpoints with customers. Anybody can do that …

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Blog

“best of” edition

29 October 2023 0 comment

Hey folks, it’s been a long few weeks of travel for me. Eight out of …

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latest tech update

  • Blog

    Customer success plans

    by Jay 30 January 2022
    by Jay 30 January 2022

    How *not* to build a success plan: – show complexity– use product jargon– make a …

  • Blog

    Being a good employee

    by Jay 29 January 2022
    by Jay 29 January 2022

    We all work for someone. Yes, even your CEO answers to a board / investors. …

  • Blog

    Churn is a reflection on the company (not the CSM)

    by Jay 29 January 2022
    by Jay 29 January 2022

    More often than not, churn is a reflection on company strategy. Not the CSM. View …

  • Blog

    Prioritizing with Product Management

    by Jay 29 January 2022
    by Jay 29 January 2022

    The best customer success teams have a strong relationship with product. They are confident speaking …

  • Blog

    Working with Product Management

    by Jay 28 January 2022
    by Jay 28 January 2022

    The best customer success teams have a strong relationship with product. They are confident speaking …

  • Blog

    Customer success plans

    by Jay 28 January 2022
    by Jay 28 January 2022

    A success plan is a tool to help translate your product into business value for …

  • Blog

    Scaling customer success

    by Jay 28 January 2022
    by Jay 28 January 2022

    You might not need additional customer success managers.   Instead, what you need are: consultants …

  • Blog

    Power and influence

    by Jay 26 January 2022
    by Jay 26 January 2022

    Your job title only defines your duties, not the power and influence you can hold. …

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