Customer Success: Do Things That Don’t Scale

"We need to scale!" There are many buzzwords in business that fly around and "scale" is one of them. Hey, I have nothing against the premise of building a more efficient business that is built to last. I've been hired based on my experience to help scale customer success teams.  I rely daily on tools … Continue reading Customer Success: Do Things That Don’t Scale

Stop Saying No – Customer Success is About Saying Yes

I can't go very far today without reading an article that provides advice on "how to say no" to colleagues or senior leaders that approach you for assistance. The latest is a post from Greg McKewon who wrote "How to Say no Gracefully". I actually think this is bad advice - especially for those in … Continue reading Stop Saying No – Customer Success is About Saying Yes