Emmanuelle Skala is the SVP of Customer Success at Toast, and I respect the heck out of her. She recently posted about managing “Zoom fatigue,” which prompted me to share... read more →
Martin Casado, former entrepreneur and current General Partner at Venture Capital firm Andreessen Horowitz, posted a thoughtful tweetstorm a few weeks ago. Through the series of tweets, he argued that... read more →
I'll admit it. I'm kind of obsessed. In my brain, I'm always thinking about our clients. How are they doing? Are we delivering on our promise to them? Has their... read more →
2020 has been a time machine for all aspects of life. We’ve been catapulted forward in terms of e-commerce activity, food delivery, telemedicine, online education, and much more. In the... read more →
I often get asked by Customer Success executives how to discuss retention metrics with their Board of Directors. The focus on retention metrics has been further accelerated in this climate... read more →
Visual Executive Summary from Pulse CxO Summit 2020 The ocean breeze. Whale watching. A morning walk to the lighthouse. I consider myself lucky to be part of a thriving Silicon... read more →
via GIPHY Procrastination. We can all empathize with the concept. Sometimes it means putting off the project fixing a broken light at home for another week. Or sometimes, it is... read more →
Tell me if you've heard this one before: Customer spends months explaining their goals and desired outcomes to a sales rep Sales rep closes the deal Ring the gong! CSM... read more →
Sometimes an outsider can observe something so obvious that you just can’t identify yourself. I’ve written about how the approach of the CEO needs to change, especially during this tumultuous... read more →
Companies have continued to brace for the worst during these difficult times. At Gainsight and other SaaS companies, with the challenge of new sales, the emphasis has been on showing... read more →