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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

    Changing your mind

    by Jay 7 January 2022
    by Jay 7 January 2022

    The ability to change your mind when confronted with new information is a leadership super …

  • Blog

    Competition

    by Jay 5 January 2022
    by Jay 5 January 2022

    If you don’t think competitors are calling on your customers, you are crazy. CSMs are …

  • Blog

    CSM activities

    by Jay 4 January 2022
    by Jay 4 January 2022

    Here are 8 things CSMs could be doing with customers if they weren’t spending so …

  • Blog

    CEO of your career

    by Jay 3 January 2022
    by Jay 3 January 2022

    Start doing the job you’d like to have before you ask for the promotion. Make …

  • Blog

    Playbooks

    by Jay 2 January 2022
    by Jay 2 January 2022

    We talk about playbooks a lot in customer success. Here’s what they are… A playbook …

  • Blog

    Personal success

    by Jay 1 January 2022
    by Jay 1 January 2022

    How we typically think about success: – number of reports– salary– title Better ways to …

  • Blog

    Customer success careers

    by Jay 1 January 2022
    by Jay 1 January 2022

    Customer success is a career of its own. However, it also can lead to a …

  • Blog

    Gain grow retain

    by Jay 31 December 2021
    by Jay 31 December 2021

    2021 brought amazing growth to the #customersuccess profession as a whole, and by extension, the …

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