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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

    Good People

    by Jay 6 August 2020
    by Jay 6 August 2020

    Good people stay at bad companies because they have good managers. Good people leave great …

  • Blog

    How Little I Know

    by Jay 4 August 2020
    by Jay 4 August 2020

    I used to think that accepting (or asking for) outside help was a sign of …

  • Blog

    Why Is Amazon Winning?

    by Jay 2 August 2020
    by Jay 2 August 2020

    Why is Amazon winning? They are #customerobsessed. I didn’t even notice the poor quality of …

  • Blog

    Their Implementation Failed

    by Jay 1 August 2020
    by Jay 1 August 2020

    “The customer churned because their implementation failed.” Why? Because there was no executive sponsorship. Why? …

  • Blog

    First?

    by Jay 30 July 2020
    by Jay 30 July 2020

    Enterprise CSMs: How do you quickly communicate the status of an account to internal teammates …

  • Blog

    The Past Few Weeks Have Been a Whirlwind

    by Jay 29 July 2020
    by Jay 29 July 2020

    The past few weeks have been a whirlwind. But today I’m thrilled to share with …

  • Blog

    Gain Grow Retain

    by Jay 29 July 2020
    by Jay 29 July 2020

    Gain Grow Retain: Weekly Customer Success Q&A Podcast with Kristi, Jay and Jeff Powered by …

  • Blog

    Big Announcement

    by Jay 27 July 2020
    by Jay 27 July 2020

    Big announcement coming tomorrow. Stay tuned… View Original Discussion and LinkedIn

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