Category: Customer Success
Giving up the driver’s seat
Great talk here. I’m used to being in the driver’s seat. When it comes to helping a relative get through cancer treatment, I’ve relented to doctors and medical experts. Let experts drive when necessary. This is especially true in the world of customer success.
How to Deliver not so good news
Good tips here from Shep Hyken. As a customer of the Dollar Shave Club(DSC) (and one-time customer success account manager for a client delivering to DSC), DSC has executed this strategy well — achieving a price increase without encountering much churn.
Top 10 Churn Causes
I won’t be able to make it to Gainsight’s annual conference. This Gainsight-produced video closely depicts the reality facing most SaaS companies. Take care of your customers like you take care of your health.
Self-care matters
There’s an obsession with pleasing my customers and clients. Family is the key stakeholder. But there’s one relationship which I’ve managed to ignore for a long time. As someone who’s constantly adding more responsibilities (including taking care of ailing family members), I end up…
Redefining ‘Diversity in Tech’
I co-hosted a dialogue recently sponsored by Net Impact. Our group at the Table4Twelve program was diverse and represented a decent cross-section of who works in tech. Yet, I left feeling uneasy. As someone who’s benefited from my ’model minority-ness’, I continue to ask…
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