5 Tips For Hiring A Customer Success Leader by Joseph Palumbo

More and more businesses are looking to Customer Success to help meet their revenue, retention, and customer satisfaction goals, as well provide insight for product development and marketing strategy. But while these business leaders understand what they want and how Customer Success can help them realize these goals, there is still apprehension on how to find and hire the right person to guide their organization through the sometimes tectonic shift in business model and culture required to fully leverage the power of Customer Success.

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My Brew Packages by Joseph Palumbo

If you're a hardcore MacOS (Mac OS X) user, than you no doubt know about Brew. Here is a list of the Brew packages I install almost immediately and what they do. 

But first, a few useful commands that might come in handy if you're not familiar with using Brew. 

Command Purpose
brew search [package] Lists all available forumla (aka packages). Additionally if you want to get further information about that package before installing it, add the package name to the command and it will detail relevant information like version number, dependencies, etc.
brew list Shows all of your installed packages.
brew install [package] Installs the specified package.

And here are some of the Brew packages that I find indispensable. 

tmux - Terminal multiplexer. Like screen, but way better

jq - Lightweight and flexible command-line JSON processor. Great for cleaning up messy and unreadable JSON output from scripts. 

awscli - The official AWS command-line interface. Don't bother trying to install the AWS CLI using the instructions found in AWS' documentation, the brew install is so much easier and organized. 

htop - The description for this package simply reads, "Improved top (interactive process viewer)", but I don't think that does it justice. If you need to find out what's running and utilizing resources on your computer, htop is second to none in this department. 

neofetch - Fast, highly customizable system info script. In short, if you need some quick info about. your system, install and run neofetch for an output like the one below. 

Screenshot 2018-08-14 09.26.35.jpg

python3 - MacOS ships with 2.7.X, but if you need to build or run something using Python3, Brew is the fasted and easiest way to install it on your Mac. 

tree - If you need a visual representation of a file or directory structure, tree is the perfect package for you. It displays directories as "trees" with an optional color output. It can be a littler verbose, but that's not always a bad thing. 

Screenshot 2018-08-14 09.33.35.jpg

tag - Manipulate and query tags on MacOS files.

Customer Success In 3 Steps by Joseph Palumbo

Much has been written about the nascent and constantly evolving discipline of Customer Success. And there is much to learn. But to save you some time I’ve outlined the 3 fundamental steps to building, running, and growing an effective Customer Success program without sacrificing on the principle concept of simplicity.

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What a year in comedy taught me about User Experience by Joseph Palumbo

I recently got an opportunity to speak at Generate NYC, which is a conference for web designers. When I was first approached on giving a talk, I wasn't exactly sure that I could contribute anything of value. I know how to code and I've built some cool things for the web, mostly for personal use, but I've never been a professional web designer or developer, and certainly didn't think that I was in a position to stand up in front of them with a lecture. 

The more I thought about it, the more I started to connect dots in my head. Web designers do more than just wireframe and write Javascript. Ultimately, they're trying to solve a problem for their users. How did I know this? Because the only reason a business exists (or should exist) is because it solves a problem for somebody. Ideally in a way that people are willing to pay money for that solution. 

OK, I know a thing or two about solving problems. And I definitely know something about building products that solve real-world business and technical problems for customers. But hasn't that been done? Is there a way I can present the information from a completely new, somewhat unexpected angle? Well, actually, yes I can. 

In 2016 I walked away from the corporate world to pursue a lifelong dream - to be a standup comedian. And not just somebody who does open mics a few times a week so they can say they do comedy. I wanted to be a professional standup comedian. I wanted to be able to pay the bills off of my ability to make people laugh. 

Fortunately, comedy is a craft that can be learned by anyone. Trust me, you don't even have to be funny to make people laugh on stage. Secondly, putting together a comedy career isn't that different from a startup. You have an idea of an opening in the market (another comedian) and you need to put together a product that fulfills that need in a unique way. 

Ultimately, what I stumbled upon is that comedy is about user experience. You can approach comedy (a joke, a set, an act) in much the same way you would approach putting together a digital experience or a customer success program. It's all about the customer journey. And if you're humble enough to listen to your audience (customer), you might just be able to pull it off. 

So, I give you my 40 minute presentation on What Comedy Taught Me About User Experience