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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

    I Are Going Live

    by Jay 15 July 2020
    by Jay 15 July 2020

    Kristi Faltorusso, Jeff Breunsbach and I are going live at 12:15(ish) EDT to record our …

  • Blog

    The Executive Sponsor Level

    by Jay 13 July 2020
    by Jay 13 July 2020

    “I’m having a hard time building relationships at the executive sponsor level.” That’s because you’re …

  • Blog

    What Problems Did They Have?

    by Jay 9 July 2020
    by Jay 9 July 2020

    I used to personally call every cancelled customer. As VP, CS I wanted to know …

  • Blog

    Running Down a List

    by Jay 8 July 2020
    by Jay 8 July 2020

    Running down a list of topics from the Gain Grow Retain community with Kristi Faltorusso. …

  • Blog

    Who Are Our CSMs

    by Jay 7 July 2020
    by Jay 7 July 2020

    Do you believe that maintaining personal relationships drives customer and company success in #B2B#SaaS? If …

  • Blog

    Four Weeks Ago

    by Jay 6 July 2020
    by Jay 6 July 2020

    Four weeks ago, we launched Gain Grow Retain, the world’s largest and most effective customer …

  • Blog

    Well-Said Megan Macaluso

    by Jay 3 July 2020
    by Jay 3 July 2020

    “Success with a partner means you really need to have your act together from an …

  • Blog

    Customers Feedback

    by Jay 30 June 2020
    by Jay 30 June 2020

    Some companies ask their customers for feedback. Fewer act on that feedback to improve their …

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