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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

    Which Audiences Do You Cater To In Your Community?

    by Jay 8 June 2020
    by Jay 8 June 2020

    Communities are a powerful tool for #customersuccess oriented #saas companies. But they are deployed in …

  • Blog

    What Is Customersuccess?

    by Jay 6 June 2020
    by Jay 6 June 2020

    What is #customersuccess? My definition: Proactively helping customers identify, set and reach specific and measurable …

  • Blog

    How Will The Dynamic Change?

    by Jay 6 June 2020
    by Jay 6 June 2020

    During quarantine, virtual meetings have been working. One reason, it seems, is that everyone is …

  • Blog

    Jay Nathan – live via

    by Jay 4 June 2020
    by Jay 4 June 2020

    View Original Discussion and LinkedIn

  • Blog

    Seeking Employment

    by Jay 1 June 2020
    by Jay 1 June 2020

    Job opportunities are opening up, but they aren’t public. Why? Because supply of labor is …

  • Blog

    How Can We Scale Customer Success To Our Small Customers?

    by Jay 30 May 2020
    by Jay 30 May 2020

    “How can we scale customer success to our small customers?” Success planning is a key …

  • Blog

    I Want To Be The Best

    by Jay 28 May 2020
    by Jay 28 May 2020

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

  • Blog

    Jay Nathan – live via

    by Jay 28 May 2020
    by Jay 28 May 2020

    Jay Nathan – live via View Original Discussion and LinkedIn

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