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 and measures for United States.” So why don’t we use kilograms and meters like the rest of the world? Because change management is hard! And

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 for your company or department. Because of this, it’s common that you’ve made some budget decisions that you came to regret. Mistakes are good—they’re one

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 you aren’t analyzing and operationalizing it, you’re missing out on a goldmine. I’ve worked with hundreds of companies and you’d be surprised just how clear

“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 not correct, language is not in accordance with the truth of things. If language be not in accordance with the truth of things, affairs cannot

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 it out here. In our last post, we discussed the risks of settling for a “good enough” Customer Success software solution. Moral of the story:

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 and stakeholders. As we transition from implementation mode to operational mode with the European Union’s General Data Protection Regulation (GDPR), the question of how to

Everyone wants to love their job. No one grows up dreaming of a job that makes them miserable. The catch is that there is no clear recipe to a work environment that is both successful and fun. Very few companies are able to define healthy values. And even fewer leverage both employee success and happiness.

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 be a revenue engine instead? During our most recent Pulse event, I had the pleasure of speaking in detail about the “Support Experience” and how to

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 also be quite different depending on the product. One question I get asked all the time is, “What is Premier Support and why do I