The In-Home Office Are you working remotely? Do you have barking dogs? We've heard a few in the background. Maybe your kids are interrupting a customer video call trying to... read more →
Customer Success is more important than ever during this crisis. As new sales slow down due to uncertainties in budgets and spending, retaining customers is the easiest and more effective... read more →
Can you believe it’s been two weeks since Pulse Everywhere happened? Last year at my first Pulse, I was blown away by the passion of the 5,500 customer success and... read more →
There are typically 3 phases of the business cycle: Do more Do less Do more with less The last few months have probably felt like a roller coaster for you,... read more →
In most SaaS industries, vendors strictly communicate with decision-makers, key stakeholders, and administrators. It’s quite different in HealthIT! Because users must use our platforms to do their jobs, we often... read more →
There is an old joke: A car mechanic was performing routine service for his trusted client, a cardiac surgeon, while the surgeon waited in the lounge. At the end of... read more →
If you’ve been following customer success blogs recently, a lot has been said and written about how to communicate better and consistently in times of crisis like the one we’re all... read more →
The Hare, mad at the Tortoise for beating her in a (now world-famous) foot race, said to the Tortoise, "Let's have a rematch." The Tortoise thought to herself, "Slow and... read more →
It's December. For us software people, that means it's time for three things: Holiday fun Closing Q4 and… Microsoft Excel! Or Google Sheets. Or Pyspread (where my Python people at?).... read more →
As you may know, I meet a lot of customers. As such, I often find myself waiting in many tech company lobbies. I've done my fair share of Envoy lobby... read more →
