SaaS & CS leaders: What books have inspired you in your career? Here are a …
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Often we don’t link our products to our customers’ anticipated benefits. Or we mistake indirect …
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Incentive pay is old school. Common sense says that if you want an outcome, you …
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CSMs: First question to answer about your new account: “How does this company make money?” …
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Don’t worry too much about which #cx metric to use. Consider this from McKinsey & …
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“Is customer success part of sales or support?” My answer? It’s neither. It’s consulting. CSMs …
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“Who owns retention?” The executive team does. If you’re a CS leader and your entire …
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“I’ve made so many valuable connections since joining CS office hours.” We hear this almost …