Matt Abrams from Seven Peaks Ventures: Strengths in Action #02
Welcome to the second episode of the Strengths in Action podcast. In this episode, I chat to Matt Abrams, Investment Partner at Seven Peaks Ventures and learn: When to move on from a role The power of aligning your work with what you are most talented to do Prioritizing yourself, your family, friends and your […]
Read MoreFarlan Dowell from Rainforest QA: Strengths in Action #01
Welcome to the first episode of the Strengths in Action podcast! In this episode, I chat to Farlan Dowell, the VP of Sales at Rainforest QA and learn: Farlan’s path to becoming the VP Sales at one of the fastest growing SaaS companies in Silicon Valley how to start a sales process from scratch, including the […]
Read MoreBuilt to Serve: Your Customer Success Playbook
Welcome to Built to Serve: Your Customer Success Playbook. We’re here to share what it takes to build, run and scale a world-class Customer Success team. If practical, actionable, experience-based Customer Success expertise is what you’re looking for, you’ve come to the right place. So, who are we and why should you trust us with […]
Read MoreWhat is Customer Success…?
After surveying over 700 Customer Success professionals, we’ve gotten a surprising amount of responses that sound like this: ”Nobody at our company understands what the Customer Success team does all day.” The responses contained phrases like ”nobody gets it, so we get ignored until we lose a big customer” and “I constantly feel the need […]
Read MoreIs Customer Success the same thing as Customer Support?
There’s a common misconception that Customer Success is just a more advanced version of Customer Support for SaaS companies. The core logic looks something like this: When customers aren’t happy, you throw Support at them until they’re happy. Happy customers = successful customers = renewals. Ergo, Support orgs that drive happiness = Customer Success orgs. […]
Read MoreHow to get Customer Success and Sales on the same page, without stepping on toes
Have you ever had a customer who just wasn’t a good fit? Whether you sell monthly subscriptions to a marketing automation app, or complicated annual contracts for an enterprise compliance and risk management solution, supporting these customers can quickly become a nightmare. Whether their use-cases aren’t a good fit for your product, or they’re just […]
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