Category: Customer Success
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Be like Bill
The doldrums of a wicked Summer are overcome by the beauty of Fall. A door is opened and American football runs its course churning long days and shortening the specter of the daily routine. The academic and prolific podcaster Russ Roberts wrote a fascinating chapter in his latest book titled, “Be like Bill” about the […]
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7/26 – The Future of Customer Success
Customer success leaders from ESO coordinated a great event with ClientSuccess, a SaaS-based company known for its customer success software, and an annual conference in Sundance, Utah. Dave Blake, CEO of ClientSuccess, co-hosted the event with a panel of customer success leaders based in Austin. ESO, an Austin-based software company, caters to emergency medical services. […]
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Austin Customer Success stories (article)
Great examples of how customer success is operationalized and scaled up: link
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Coffee Culture : Secrets to Survival (article)
Cheap coffee ruins the start of many days. It’s smarter to spend more on the caffeine that gets one through important meetings. I chose Blue Bottle often when I lived on the West Coast and traveled to Japan. Several years ago I posted about the best coffee shops. Of that top 5, only a couple […]
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Podcast: How Square survived
Interview with Co-founder Jim McKelvey: https://itunes.apple.com/WebObjects/MZStore.woa/wa/viewPodcast?id=1512417937&i=1000555558931
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Privacy is Power
A good book about Privacy by Carissa Veliz. She had an insightful interview on The Open Mind show. This is a bipartisan issue that deserves prioritization this year given the global political challenges. Technology overtook our lives only in the last 15 years or so. The average member of Congress is much closer to retirement […]
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1/17/2022 – Customer Success for Startups
Austin is getting back to normal faster than other tech meccas. Entrepreneur and investor Jason Calacanis says Austin gives off the San Francisco startup vibe circa 2013 via the All-In podcast. Customer Success became a named role at every SaaS company. Back then it also became an emerging category with product-based startups such as Gainsight […]
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Front App and its Founders’ Journey
Front App founders Mathilde Collin and Laurent Perrin started their company in France, incubated it through San Francisco’s Y-Combinator, and scaled it globally against all odds. They overcame life & death challenges by relying on themselves through simplified routines, including a meditation practice (Inc article). Self-awareness is something anyone can learn when the odds stack […]
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“Privacy is not a feature”
The cloud vendor Zoho takes a counterculture stance on privacy in this interview of Raju Vegesna by Jon Reed. By going beyond consumer privacy, Zoho is winning hearts and minds. Zoho avoids storing third-party cookies on their website and skips Google Analytics. By tackling workplace privacy in a pro-employee manner, Zoho also becomes a better […]
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The Quest
Justin Kan founded Twitch and sold it to Amazon. He runs a great podcast called The Quest. This episode resonated with Cameron Yarbrough, Co-founder of Torch.io, who talks about his life and startup journey. I helped Torch as they grew their Customer Success program post-Y-Combinator. I believe human-to-human coaching, counseling, and leadership development are critical […]
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“3K” jobs addressed by “3K” Values
This post (from Japanese business school Globis) highlights how work can be a source of joy and fulfillment for workers at the Japanese firm Tessei even when they clean trains for a living. I’ve seen them work in Japan, and they do an incredible job. The author Steven Neo Say Bin summarizes the Tessei success […]
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Build Stronger Relationships with Customers
Hands-on Customer Success has not been automated in 2021. Customer relationships require handholding. Great podcast with Jason Lemkin@SaaStr: Link
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Salesforce quote
These are the table stakes if you want to increase sales, not merely hiring more people and expanding the marketing budget…
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Account Planning for Better Customer Success
Great presentation by Keri Keeling from Oracle about formalizing the account planning process…
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Slack + Salesforce = MSFT Acquisition?
I hinted about Salesforce potentially acquiring Slack a couple of years ago. It’s finally happening now. I think Microsoft should acquire Salesforce. Why? Slack is a superior product to Teams according to Trustradius and G2 Crowd Salesforce CRM is superior to Dynamics 365 according to the same sources: Trustradius and G2 Crowd If we have […]
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Tony Hsieh (1973 – 2020)
Tony’s passing is a tragic loss to Las Vegas, and I hope he rests in peace. In my Vegas travels, I crossed paths with Tony once. He lived in a hipster trailer park while revamping downtown LV. Spending a few minutes, chatting with him was insightful. The new downtown was one of my favorite destinations. […]
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Customer Success SaaS
Good list from the Customer Success Association: vendors Spreadsheet templates can work for more straightforward use cases. A robust CRM like Salesforce does the job with some configuration. Happy to help if you need a solution. The popular meeting notes vendor Hugo published a CS map that’s comprehensive: link. I expect consolidation in the CS […]
Connecting Good People 