“The Challenger Sale” has been one of the most popular and influential sales books since it was released in late 2011. And while it’s been primarily marketed towards sales reps and managers, I was struck by the valuable lessons it can… Continue Reading
You’re ready to make your first Customer Success hire- congratulations! Establishing a dedicated Customer Success team is an investment in the long-term success of your customers. Most companies realize they need Customer Success when they discover the actual cost of customer… Continue Reading
If someone were to ask who at your startup owns growth and the customer experience, which people or teams would raise their hands? Or perhaps a better question is who wouldn’t raise their hand? In the early days growth and… Continue Reading
Humans have known for millions of years that tools allow us to make a greater impact without exerting additional effort. Whether your team has been around for years or is just getting off the ground, tools can level up your… Continue Reading
The topics in this post are the most common Customer Success questions I’m asked by friends and colleagues who also work in Customer Success, as well as questions I’ve received via Twitter and LinkedIn. Don’t see an answer to one of your burning… Continue Reading
You’ve been brought in as the founding member of the Customer Success team — congrats! Your company is making a major investment in helping customers derive more value from its products and services. Now you’re faced with the inevitable question: where to… Continue Reading
Pricing is one of the most important decisions a company can make. Revenue, sales velocity, customer satisfaction, and the longterm viability of the business are all wrapped up in pricing. But even with such high stakes, many startups either leave… Continue Reading
Consider the last time your company released a new product, feature, or UI tweak. Was it last week, last month, or just yesterday? As software teams shift towards more incremental deployments made easier by things like continuous deployment, users can… Continue Reading
Sales and Support teams usually aren’t seen as having much in common. In fact, at most companies a certain amount of tension between these two teams has come to be expected. When salespeople will say nearly anything a potential customer… Continue Reading
The typical Account Executive is more focused on prospecting new clients than driving value for existing customers. By allowing Account Executives to pass off clients after the sale, you’re also allowing them to pass on an opportunity to reduce… Continue Reading