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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

    Office Hours for CMOs

    by Jay 17 March 2020
    by Jay 17 March 2020

    Yesterday, Anthony Kennada announced weekly Office Hours for CMOs. We’ve decided to follow suit, and …

  • Blog

    Good Gross Retention For B2B

    by Jay 17 March 2020
    by Jay 17 March 2020

    Good gross retention for B2B #saas is 90% or higher… best in class is 95%+ …

  • Blog

    I’m Starting My Day With Gratitude

    by Jay 16 March 2020
    by Jay 16 March 2020

    I’m starting my day with gratitude. For my faith, family, friends, colleagues, health. A roof …

  • Blog

    Customer Joint Success Planning

    by Jay 15 March 2020
    by Jay 15 March 2020

    Here’s an example of something your CSMs could be doing instead of answering or chasing …

  • Blog

    When Times Got Tough They Cancelled

    by Jay 15 March 2020
    by Jay 15 March 2020

    We invested so much in the relationship; bent over backward to deliver for them. Still… …

  • Blog

    How Do You Build Trust Virtually?

    by Jay 13 March 2020
    by Jay 13 March 2020

    How do you build trust virtually? Yes, video meetings, slack and other communication tools help …

  • Blog

    Our Meetings Suck

    by Jay 12 March 2020
    by Jay 12 March 2020

    Our meetings suck. There’s never been a better time to rethink the structure and goals …

  • Blog

    How Do We Improve?

    by Jay 11 March 2020
    by Jay 11 March 2020

    “What’s the ideal timeframe for customer onboarding and implementation?” That question has a unique answer …

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