Lost in the Value Landscape?
If you don’t define all the ways your product delivers value for your customers, you’ll lose them. Define your value landscape to improve your customer retention.
Your next channel strategy
This could be your next channel strategy. Acquire partners who already know your ICP, and watch the growth roll in.
Customers not growing? Try looking under these 3 rocks
Working out why your customers aren’t growing isn’t as hard as it seems. Have a look under these rocks and see if you can create the space for listening in your customer journey.
Hot CS Trends: Shifting from Reactive to Proactive
Are you being asked to shift your team from reactive to proactive? Here’s a few ways I’ve done it
Discipline > Motivation
Displine eats motivation for breakfast - someone wise said that, but I can’t remember who. Here are my top 3 tips for just doing the thing.
5 Numbers to know for Customer Success Leaders
Customer Success leaders need to be fluent in CFO. Start here, here are 5 financial business metrics that you need to understand to make your work and strategies more credible.
C C C Changes: Why lots of people suck at change management.
The times, they are a changing. So why do so many people suck at change management?
Functional, Focused, Valuable.
Are you functional, focused and valuable? How do you know when something works and when it doesn’t? Here, let me tell you.
Are you ready for a test?
We all use the term Champion, but do we really know who our champions are? We lose track of champions post sales, or they change, or they’re lost, leaving us without a real ally inside the customer org. Here’s how to keep your team focused on testing their champions throughout the customer lifecycle.
Huberman, Who? The Anti-Influencer routine.
Ok, I love Huberman, but his routine is absolutely whack (for me, that is). Fine the routine that works for you and optimise the heck out of it, Huberman or anyone be damned.
I’d do it again, but differently.
Building businesses and teams from scratch is hard. Here are some of the really important things I learned along the way
Is your health score making you sick?
Measuring Customer Health can be tricky, frustrating and pointless. There’s a simpler and better way to identify your leading metrics of churn, growth and retention.
Some things I know about leadership
I asked chat GPT to write me a summary and it was awful… . From building teams to managing performance, here are a few things I know about leadership.
When’s the right time to hire your first CSM?
Ramping up your revenue game? Let's talk Customer Success vibes. Spoiler: Hire a CSM pronto, nail those metrics, and watch the magic happen in 6 months. Get comfy; we're about to level up!
Is Speed to Value slowing your scale?
How to operationalise your onboarding process for maximum impact and speed to value
Is Customer Success over?
The big question - what is customer success, and is it valuable? How the customer success industry needs to operationalise to define it’s future in subscription economies
Most advice is absolute trash; here’s some more for you to ignore
General advice for life that’s probably worth ignoring.
Halving churn: A few things I know about retention
5 strategies to drive down churn and boost retention