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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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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

    Types Of Customer Success

    by Jay 13 July 2021
    by Jay 13 July 2021

    Think customers won’t pay for customer success? Think again… Types of customer success *services* customers …

  • Blog

    Leaders Are Exporters Of Talent

    by Jay 12 July 2021
    by Jay 12 July 2021

    The best #customersuccess leaders are exporters of talent. They know that while it hurts in …

  • Blog

    It's Good To Know

    by Jay 12 July 2021
    by Jay 12 July 2021

    It’s good to know when a key contact has left the customer’s company. It’s better …

  • Blog

    The First 30 Days Of A New Job

    by Jay 11 July 2021
    by Jay 11 July 2021

    The first 30 days of a new job are all about listening and learning. If …

  • Blog

    The Best Leaders Execute

    by Jay 10 July 2021
    by Jay 10 July 2021

    The best leaders execute. They know that setting a goal is only a small part …

  • Blog

    Hiring Managers With Experience

    by Jay 10 July 2021
    by Jay 10 July 2021

    hiring #customersuccess managers with experience in your industry… overrated or underrated? View original discussion on …

  • Blog

    What Are Indicators Of Customer Relationship Strength

    by Jay 9 July 2021
    by Jay 9 July 2021

    ”Am I really a trusted advisor to my customers?” Here are 5 questions you can …

  • Blog

    Great Leaders Know How To Debate Choices

    by Jay 9 July 2021
    by Jay 9 July 2021

    Great leaders know how to debate choices. They know that getting to the right answer, …

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