Principles for Smarter Customer Success

Remember dot matrix printers? Floppy disks? So much has changed. Your customers’ needs change too. Go talk to them so you understand what they need.

Working directly with customers can be a grind. It’s important to highlight small victories as they give teams an important boost.

The foundational work of documentation is so important for customer success. This is a great time of year to evaluate your docs and processes.

2021 resolution for software companies: stop calling customers “users.” Heroin and cocaine have users. You have customers.

If you want your software (and your SaaS company) to be a success, your customers’ experience needs to be front and center.

As the world outside our control gets grimmer, it’s easy to let our thoughts run wild. The noise in our mind can become deafening. Here’s how I work on quieting it.

It was a race against time: figure out how the heck to get a livestream going with only a few minutes before start time. Learning new skills can be quite a rush.

I love the quirky rituals of baseball. We all need some rituals in our work life as well. Rally caps on the next Zoom meeting!

While some of us literally need beard oil, all of us need figurative beard oil from time to time. Call it 80/20, optimization, or a life hack; there are often little things that can make a big difference.

Like compound interest and other long-term strategies, making time for foundational work pays huge dividends over time. Make time in your work for it and you’ll be surprised at the difference you see.