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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

    Be A leader, Not A Manager

    by Jay 5 July 2021
    by Jay 5 July 2021

    Old way: managementNew way: leadership The world doesn’t need any more managers, it needs more …

  • Blog

    Leadership Is A Choice

    by Jay 5 July 2021
    by Jay 5 July 2021

    Bias for action… a core leadership competency. Do you agree? Follow Dan Rose. Amazing stories …

  • Blog

    Become The Best Recruiter You Can Be

    by Jay 4 July 2021
    by Jay 4 July 2021

    The best leaders take ownership of recruiting. They know that hiring A players is not …

  • Blog

    Be The Person Who Understands The Customer

    by Jay 3 July 2021
    by Jay 3 July 2021

    There is no such thing as a job that is “strategic.” What you want is …

  • Blog

    First Promoted Into Management

    by Jay 2 July 2021
    by Jay 2 July 2021

    What I wish someone had told me the day I was first promoted into management: …

  • Blog

    The CSM Guide

    by Jay 2 July 2021
    by Jay 2 July 2021

    If i were a new #CSM, here are 6 activities I would focus on with …

  • Blog

    Competitive Intelligence. Uncovering The Root Causes

    by Jay 2 July 2021
    by Jay 2 July 2021

    Competition is not a root cause of customer churn. Something broke further upstream to cause …

  • Blog

    The Path To Lasting Customer Satisfaction

    by Jay 1 July 2021
    by Jay 1 July 2021

    Nothing more powerful than listening to a customer describe what’s going well and where they …

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