If I found Alladin's magic lamp, the first thing I’d wish for (after an infinite number of extra wishes, of course) would be an extra “untimed” month between the end... read more →
December 23, 1975: a date which will live in apathy. That's the day President Gerald Ford signed the Metric Conversion Act to make the metric system "the preferred system of weights... read more →
Looking for a Customer Success Solution? Skip the Demos. You probably think I’m joking, right? I’m not. Generally speaking, watching product demos is one of the worst ways to judge the... read more →
Budget season is upon us. Time to roll up your sleeves, get out the spreadsheets, and brace yourself for a lot of negotiation. There’s no steadfast, one-size-fits-all way to budget... read more →
Data Science is more than a buzzword, it’s a profitable practice that needs to be a part of every company’s retention strategy. So much data is collected nowadays and if... read more →
"What's in a name? That which we call a rose by any other name would smell as sweet." - William Shakespeare, Romeo and Juliet (II, ii, 1-2) "If names be... read more →
This is Part Two of a series on evaluating Customer Success solutions. If you haven’t read Part One, “Settling for a 'Good Enough' Customer Success Solution Will Cost You,” check... read more →
GDPR-mageddon is behind us, but it's still an ongoing challenge for IT teams at global companies to manage all the different security and privacy standards for each of their customers... read more →
Supporting your product is a cost center. It's just one of the necessary facts of doing business—you have to pay to play, right? But what if your Support team could... read more →
In the world of Technical Support, there are a million ways to approach the core mission. I've seen departments structured in so many different ways, and the customer experience can... read more →