Blind Hiring to Achieve Diversity Goals

To understand the impact that D&I has in your company, especially in technical hiring, we invite you to participate in a short survey that will take less than 5 minutes. Your responses will be kept confidential. The data collected will be used for statistical purposes only and will be anonymized.

2019 Customer Community Predictions

A study by the University of Michigan found a 19% bump in incremental revenue from customers after they joined an online customer community. Do you have a strong customer community in place? If not, now is the time to consider one in your 2019 budget. Get the inside scoop on the year ahead for communityContinue reading “2019 Customer Community Predictions”

Accelerating and Scaling Customer Success in SaaS

In my latest blog, published on Vanilla Forums, I talk about how your customers are the key avenue for growth. How do you scale from one to many? You can learn more about the voice-of-customer and how to leverage customer communities to build stronger customer relationships, increase revenue and convert prospects. You can read theContinue reading “Accelerating and Scaling Customer Success in SaaS”

Rebuilding Your Customer Success Foundation

Recently, several companies have reached out to me to help them rebuild their customer success programs. Customer needs change, technology changes and your team & services need to keep up. This type of work is always rewarding for me. Since so many companies are struggling with this question, I decided to write a blog onContinue reading “Rebuilding Your Customer Success Foundation”

Company Strategy

Frameworks can help companies grow and build alignment cross-functionally. They contribute to better communication and understanding of company goals. We help companies with Strategy Frameworks for building teams, meeting goals, and identifying key opportunities:¬† OPSP: One-Page Success Plans OKRs: Objectives and Key Results KPIs: Key Performance Indicators SMART Goals: Specific (simple, sensible, significant). Measurable (meaningful,Continue reading “Company Strategy”

Managing Critical Hand-Offs in SaaS [Presentation]

I had the honor to speak at Pulse 2016 with Karen Pisha and Chad Horenfedlt. We agreed that establishing a working relationship between customer success and sales is essential¬†for effective customer interaction. Communication, automation, and monitoring the transactions are all key component for smooth transitions and collaboration. Here is our presentation that we shared. ManagingContinue reading “Managing Critical Hand-Offs in SaaS [Presentation]”

How to Scale Customer Success in a V2MOM Framework [Presentation]

I spoke at SuccessCon in Seattle recently and shared how I have scaled teams. Creating a team or plan requires a framework that executives can run with, and then one that customers and employees can resonate with. By framing your goals into a V2MOM, explaining your goals in terms of Vision, Values, Methods, Obstacles, andContinue reading “How to Scale Customer Success in a V2MOM Framework [Presentation]”

4 Things I Learned by Joining Boards

Did you know California will be the first state in America to impose a female quota on company boards? I am sure this topic is sparking all sorts of debates and unspoken and spoken resentment. The EU took similar actions last year requiring boards to be comprised of 40% women. In Norway, (not an EUContinue reading “4 Things I Learned by Joining Boards”

Customer Success Strategies & Analytics should be part of all MBA Programs – Here’s Why.

Customer Success Matters in Business – MBA Schools are Taking Notice. Business schools today are recognizing the importance of customer success and customer marketing as part of a bigger business strategy. USF recently started offering an MBA program with a concentration on customer success and insights, further confirming the need for schools to put anContinue reading “Customer Success Strategies & Analytics should be part of all MBA Programs – Here’s Why.”