I spend a lot of time on Sundays thinking and daydreaming. It's the only day that isn't already claimed for other tasks. Today I was thinking about what it is Customer Success really provides to our customers. The answer is Business Transformation.
While there are many books and blog posts about What is Customer Success? and How to build a Customer Success program? there isn't much in terms of bootstrapping tools and reporting. This post provides a tutorial on how I created a solidly functional solution for tracking CSM activities using Google Sheet's built-in tools. Read More
One of the most strategic things you can do to increase the effectiveness of your Customer Success team is to shift their efforts from reactive to proactive. But how do you do this? The Hurtlocker Ratio is good way to start. Read More
The fundamental purpose of business is to solve a problem in exchange for money. Distill any business model to its most fundamental concept it's about people paying you money to solve a problem. But how does your company's culture view internal problems? Knowing that can help you predict your future happiness and success at your current, or future employer. Read More
Customer Success is an economy of communication, but in a world where connecting with people is paradoxically easy and difficult at the same time, how much emphasis should partners and vendors place on the currency of communication? Read More
If you can't tell, it's really difficult for me to turn off my mind some times. Especially when it comes to things I'm passionate about, like Customer Success. Last night, sitting by the fire pit, I had a random thought: The movie Jerry Maguire is essentially about Customer Success. Hear me out... Read More
If your experiences are anything like mine, you have to explain what Customer Success is on a fairly regular basis. Not only to friends and family, but also to colleagues, peers and leaders. It's all part of being in a new, fast growing discipline. Read More
So let me understand this. President Trump has found a way to support family leave in a way that would actually hurt families AND favor his rich friends? I'm not even mad. I'm amazed. Read More
Are companies like Amazon, Instacart, Postmates, Netflix, etc. making us all hermits? It's getting more difficult to find reasons to leave the house in this Age of Convenience. Good thing? Bad thing? Not sure. Read More
This is a new section of my blog called Too Long For A Tweet. Essentially, when I want to post a thought to Twitter, but don't feel like (or can't) squeezing it into the 140 character constraint, I'm going to post it to my blog under the category TLFAT. Here's my first one... Read More
Believe it or not, being too eager to help is just as bad as being too apathetic. I fell into this trap a couple of weeks ago and it has been haunting me since then. Read More
They say you shouldn't start a blog unless you can think of your first 10 (or so) blog posts. Using that logic, I could easily start a blog about how Microsoft's Surface Pro has repeatedly failed to live up to the expectations. And keep it running for quite a while. Read More
I see so many people waste their time and the time of their customers every time they send an email or pick up the phone.
Here are the two things to ensure you're communicating effectively and efficiently. And not wasting anybody's time. Read More
You can't build Customer Success teams. You have to build Customer Success organizations! Read More
Yes, I am a keyboard snob. I'm always looking at finding that magical, unicorn of a keyboard that provides the perfect combination of design, ergonomics, tactile feedback and functionality. So it says something that even though I've got a stash of fancy mechanical keyboards equal in value to the GDP of a small island nation, I always come back to Apple's Magic Keyboard. Here's why. Read More
I don't think anybody ever finds the perfect home or apartment in LA. LA just wears them down until they'll accept anything and like it. Read More
Punchline: I'm moving to Los Angeles, California.
Now let's work our way backwards through the setup. Read More
Coffee nerds are always tinkering with their extraction methods (water temp, grind settings, ratios, water type, etc.) and I'm no different. Since switch from Chemex to Aeropress I've opened up a whole new matrix of variables with which to play. Here is my latest Aeropress method that I've dialed in using Brown Coffee Co.'s Michicoy from Guatemala. Read More
On October 24, 2004, the day after I married my wonderful wife, that sense of wholeness and contentment I expected from marriage didn't wash over me like warm salt water. I was the same miserable person, just with a ring on my finger and a higher insurance premium. Read More
I've been using MacOS since 10.4 (Tiger) and it is, by far, my favorite operating system. Here are some of my favorite tips and tricks most new users don't know about. Read More