Tag: Customer Success
Generalists in a Specialized World
Who provides competitive advantage to companies? Generalists? Specialists? Both? Neither? I’m always on the hunt for a good new business book, and I’m currently reading “R...
Read More
Why Intentional Processes Drive More Revenue
Why Intentional Processes Drive More Revenue When many people think of process, they think of something mandatory. Usually something unpleasant. The idea of the “process polic...
Read More
Customer Success and Intentional Revenue
Customer Success and The Case for Intentional Revenue™ In my career, I’ve worked with and consulted many technology firms from small to large on customer renewal issues. Mos...
Read More
Why Wait to Boost Net Promoter Score?
In the early 2000s, business loyalty guru Fred Reichheld revealed what was to become known as "the ultimate question." This question and the subsequent metric it produced, was ...
Read More
CSMs vs. Sales – The Same Only Different
CSMs and Sales Reps Share More Similarities Than You Think When you are with a group of CSMs, the word “Sales” often incites contorted facial expressions, bad jokes and inev...
Read More