March 11, 2020, was a warm and sunny day with a beautiful blue sky. I had just enjoyed a relaxed lunch at a sushi restaurant just north of San Francisco with my client. As we devoured our sushi tacos, sashimi, and teriyaki we discussed our fears over the canceled events and conferences like Austin's annual South by Southwest festival and Coachella. While we were concerned, we didn’t even consider that in just a few days we would be forbidden to dine at any restaurant like this one and we would be confined to our homes for an indefinite period of time.
While data and customer feedback can provide insight and justification for the changes you want to achieve, your message may not be getting through. When making requests at the executive level, you can’t just persuade the mind, you also have to also convince the heart. One way to do this is through the power of stories.
“Why won’t they respond?”. You’re scratching your head as you try to understand why a customer has ghosted you.
Who are the people in your lives that have helped you persevere when things looked their bleakest? What drove you down the career path you’re on and who were the ones that have influenced you the most? As you progress in the world of Customer Success, it’s helpful to take a moment and reflect on... Continue Reading →
I'm not someone who likes methodologies as I like to keep a clear perspective and be open to change. As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision making process. After spending over 15 years in Customer Success, I have... Continue Reading →
The post below was originally posted on the ServiceRocket blog and is part of the Helping Sells Radio podcast. There are many approaches to Customer Success. I had a great conversation with Sarah E. Brown and Bill Cushard from ServiceRocket on "hacking Customer Success". I recall some of the approaches I used in various CS leadership... Continue Reading →
I'm going to be very blunt here. Getting my first management role in Customer Success was extremely difficult. It was 10 years after I started in Customer Success that I was eventually promoted to VP. This was no easy or simple feat. The mental punishment I absorbed over the years could have overwhelmed me. It did... Continue Reading →
“You want us to do what?” Who here has openly said this or had this run through their head when your manager proposed a new process that would essentially add more work to your already busy day? Don’t deny it – I know you’ve done this. I have done it as well and have been... Continue Reading →