Inspired by a trip to the zoo, and seeing some diverse movement patterns. Interesting thought, "what if a rhino and a bear shared how to...

In this post, expanding some questions and concepts from a previous post on providing more transparent pricing models for tech companies,...

I've written in previous posts about a possible tech bubble due to overvaluations and short-sighted deal flows moving young companies...

Part 2 of Customer Success in rough economic times. If you missed Part 1, find it here. This section was originally going to be tactical...

Markets are smart. Until they are not. Customer Success can make them smarter

Gangbusters on common myths in Customer Success

Renewing strategic accounts can be fun and easy, for you or for your competitors.

Churn Analysis 2.0 is a practical exercise to improve NRR. Unlike LEAN and OKRs, it can actually drive org change.

In honor of International Women's Day, I thought I'd share some ideas on why Diversity and Inclusion should matter. It may be a bit...

Remote office culture for customer success.

Founding culture is hard. In this post, we explore some tools to think about building a high-performing team while staying sane.

design thinking, customer success, and dinner parties arn't as different as they seem.

Showing customers love requires a diverse toolbox, chock full of technical and soft skills. From onboarding through advocacy, supporting...

Enablement Maps help to understand how process converts to measurable outcomes, and streamlines Customer Success Enablement initiatives.

futurism is about appreciating the old, and building the new.

Marketplaces are a unique challenge for customer success, which require design thinking to solve.

Finding success for all stakeholders means finding the middle path.

Fractional VPs create innovation in the startup playbook, and solve for the Hard Problem of Customer Success