katliendgens
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Supercharging Customer Success: how AI lets you do more of what matters
From strategic advisor to renewal champion, from ad hoc support provider to educator, and empathetic ear, as a Customer Success Manager (CSM) you often wear many hats. In a role where responsiveness and proactive engagement are crucial, time is your… Continue reading
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What higher ed can learn from startups about agility, design thinking, and content velocity
Higher education faces mounting pressure to be both a steward or custodian of tradition and, at the same time, a leader in digital transformation. Students, parents, and faculty expect seamless digital experiences reminiscent of their favorite apps and platforms. However,… Continue reading
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7 pitfalls of Slack (and similar tools)
Slack and similar messaging platforms, like Teams and Mattermost, promised frictionless communication, faster collaboration, and a reprieve from endless email chains. And to be fair, they’ve delivered, but not without their own set of challenges. These communication platforms can just… Continue reading
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Why I talk to customers all the time (even though I “have a company to run”)
This is a topic that has come up frequently at our company and in my professional network. There’s a common idea that once you’re in a leadership role, especially as a CEO, you should operate ‘at a higher level.’ Meeting… Continue reading
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Why saying no by default is not a strategy
Saying no can be liberating. It’s a word that leaders, product managers, and founders often use as their shield against scope creep, burnout, and loss of focus. Yet, I wonder if the real art isn’t about defaulting to a firm… Continue reading
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