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...

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intentional-process

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...

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customer-renewal

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...

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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 ...

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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...

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