Category: Customer Success

Account Planning for Better Customer Success

Great presentation by Keri Keeling from Oracle about formalizing the account planning process…

Where Brick and Mortar Thrives

My favorite record store in Austin closed 15 years ago. If I want the Tower Records experience I have to go overseas. When I visit Japan every couple of years or so, I can still drop by Tower Records in Shibuya and the Toys…

Dreamforce Talk

In this age of the customer, the conscientious consumer will impact business decision-making. Consumers are becoming more aware of sourcing, sustainability, and responsible investing. Business ethics and corporate social responsibility take center stage. Salesforce does a great job of highlighting this at their conference…

Takeaways from DF 19

Salesforce is doing well as one of the safest platform bets for enterprise-scale companies. The CEO truly cares about making the world a better place. Dreamforce is not a safe place for the Dr. Evils of the world in their pursuit of growth at…

Surviving in an Amazon world

How one segment of brick-and-mortar is surviving e-commerce…Great film by Axios. Retail survives when it invests and becomes a space for the community.

The Empty Chair

The empty chair mantra has caught on at many companies starting with Amazon. Jeff Bezos alludes to the customer who needs representation, so the idea is to keep an empty chair in every meeting. What if the empty chair also became a civic lesson…

CEOs: the Ultimate Customer Success Managers

The tech world has become much more hands-on in the last decade. Nearly all founders and CEOs build, configure, & implement products and services. Customer success becomes everyone’s mission when project execution happens with customers in perpetuity. Link