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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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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

    CS Leadership

    by Jay 15 April 2020
    by Jay 15 April 2020

    According to Sam Jacobs and his Revenue Collective survey of over 1200 revenue leaders, “About …

  • Blog

    Will This Person Take A Reference Call For Us?

    by Jay 14 April 2020
    by Jay 14 April 2020

    Question to ask yourself about every customer contact you have: “Will this person take a …

  • Blog

    The CEO Values Customers

    by Jay 13 April 2020
    by Jay 13 April 2020

    If you want to work for a company that values customer success, look for evidence …

  • Blog

    How About CSM-To-CSM Transitions?

    by Jay 13 April 2020
    by Jay 13 April 2020

    There’s a ton of content out there on how to transition an account from Sales …

  • Blog

    Communicating With Our Customers

    by Jay 12 April 2020
    by Jay 12 April 2020

    Now’s a great time to test new ways of engaging and communicating with our customers. …

  • Blog

    CSM Role

    by Jay 11 April 2020
    by Jay 11 April 2020

    In one *brief* sentence, how do you position the #CSM role to your customers?View Original …

  • Blog

    How Are You Managing Customer Requests?

    by Jay 11 April 2020
    by Jay 11 April 2020

    #CS leaders: how are you managing customer requests for contract flexibility right now? Approaches we’re …

  • Blog

    For Many Of Us In SaaS

    by Jay 9 April 2020
    by Jay 9 April 2020

    For many of us in #SaaS, now may be a great time to put in …

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