client success
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Scale Is a Distraction When You Don’t Have Customers
“Is this scalable?” It’s one of the most common and misunderstood questions in modern business. I hear it freuently from founders, executives, and product leaders who are nowhere near the kind of growth that makes scalability a real constraint. Yet,… Continue reading
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How to get the most valuable feedback from your customers and prospects
Feedback is how you refine your product, shape your messaging, and uncover blind spots. But not all feedback is created equal. The most useful feedback doesn’t just confirm your assumptions or point out flaws, but it reveals intent, context, and… Continue reading
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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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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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There’s no such thing as over-communicating when it comes to your customers
If there’s one thing I’ve been saying at nauseam in internal conversations: There’s no such thing as over- communicating when it comes to your customers. We’ve all experienced first hand how some organizations treat customer communication like a one-lane road,… Continue reading
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