Bonus: CS Maturity Model
Teams that don’t specialize will struggle to scale.
In early-stage SaaS
product-led customer success
The best software will have the business model, customer success, and self-service baked in.
what do customers value?
Real engagement, not "digital cs." 🤮
"best of" edition
Hey folks, it's been a long few weeks of travel for me.
are we there yet?
2023 was worse than 2020. Here's why.
be predictable
Predictability builds trust, trust builds relationships.
good leaders, great questions
The best leaders use inquiry to get everything they want.
pooled vs. scaled success
The tech recession continues to drag on. While we are seeing signs
status quo
Sales threat, customer success opportunity.