Writing on customer success, software design, company building, and anything else that crosses my mind...
Why Theme-Based Roadmaps keep you focused
Everyone wants to know what’s on the roadmap, but real product leadership means focusing on the why.
Double down on success
As the era of ‘cheap money’ comes to an abrupt end, business leaders should act swiftly and decisively to prevent their business from turning into a leaky bucket.
Following up on NPS
I've previously written about NPS... this post goes beyond 'NPS is great' to delve a little further
The growth of success
In the past five years, there has been a significant increase in the importance of customer success among SaaS businesses. But, why?
The customer is always right, right?
As the saying goes, "right or wrong, the customer is always right". But what happens when they aren't?
What are QBRs?
QBR’s are Quarterly Business Reviews and should not be taken lightly. Even for customers that have fantastic feedback and see no value in the QBR, theyre never worth skipping.
Qualities of a Customer Success Manager
In the SaaS space Customer Success Managers (CSM) are becoming an integral part of the business. Where customer retention and ultimately growth is critical to the business, it’s silly not to have a CSM. But, what makes a great CSM?
Understanding NPS
Net Promoter Score (NPS) is synonymous with Customer Success. Understanding your business NPS is critical for planning, adapting and growing.
Lunch Club
An AI superconnector that makes 1:1 introductions to other professionals