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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 conversation starters

    by Jay 3 August 2021
    by Jay 3 August 2021

    Here’s an idea for your next customer call… Ask your customer to list the top …

  • Blog

    Being great

    by Jay 2 August 2021
    by Jay 2 August 2021

    How to be a great CSM: “collaborate with internal stakeholders to win as a team …

  • Blog

    Continuous improvement

    by Jay 1 August 2021
    by Jay 1 August 2021

    The best leaders know that focusing only on outcomes breeds discontent. Especially when the outcome …

  • Blog

    I want to be the best

    by Jay 1 August 2021
    by Jay 1 August 2021

    I don’t want to be an okay CSM, I want to be the best.. I …

  • Blog

    Playbooks

    by Jay 31 July 2021
    by Jay 31 July 2021

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

  • Blog

    Customer-centric ceos

    by Jay 30 July 2021
    by Jay 30 July 2021

    The best CEOs know that their employees will treat customers the way they are treated …

  • Blog

    CS begins and ends with product

    by Jay 30 July 2021
    by Jay 30 July 2021

    The best CEOs know that even the most amazing customer success team in the world …

  • Blog

    Hiring for skill & will

    by Jay 29 July 2021
    by Jay 29 July 2021

    What do I look for when hiring? Skill and will. Skill is easy to assess; …

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