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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

    Productive remote work

    by Jay 10 August 2021
    by Jay 10 August 2021

    If you’re worried your people can’t be productive if they continue to work from home, …

  • Blog

    Happiest animal on earth

    by Jay 10 August 2021
    by Jay 10 August 2021

    CSMs: You know what the happiest animal on earth is? The goldfish. You know why? …

  • Blog

    Best mission ever

    by Jay 9 August 2021
    by Jay 9 August 2021

    What if this was your company’s mission statement: “Listen, learn, and help customers achieve their …

  • Blog

    Teammates as equals

    by Jay 8 August 2021
    by Jay 8 August 2021

    The best leaders think of their teammates as equals, not subordinates. They know there is …

  • Blog

    Yamini's new job

    by Jay 6 August 2021
    by Jay 6 August 2021

    I don’t imagine that Yamini Rangan‘s job description will change too much when she updates …

  • Blog

    Net = gross + expansion

    by Jay 4 August 2021
    by Jay 4 August 2021

    Net retention is the hotness right now. But don’t forget, it depends on both gross …

  • Blog

    Leaders

    by Jay 4 August 2021
    by Jay 4 August 2021

    Leaders don’t have to know everything. In fact, probably best they not. “Be curious, not …

  • Blog

    Providing value

    by Jay 3 August 2021
    by Jay 3 August 2021

    If you’re having a hard time building executive relationships it’s because you’re not providing enough …

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