Joined October 2010
- Tweets 3,015
- Following 63
- Followers 371
- Likes 219
185 Photos and videos
22 Nov 2022
Truth bomb from @bchesky while being interviewed by @tanyadua
"Your culture is often forged in your darkest moments, not in your best moments. And I think that sometimes constraints breed creativity."
-Brian Chesky, Co-Founder & CEO, Airbnb
#quote #leadership #QOTD
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29 Oct 2022
That moment you come home from a weeklong business trip only to find this waiting for you. Thank you @nrmehta and @GainsightHQ !
#firstclass #humanfirst #customersuccess #cco
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26 Oct 2022
“If Customer Success is doing its job, the renewal should be a foregone conclusion.” #QOTD
20 Oct 2022
I'm guessing @nrmehta will be watching #TNFonPrime 🏈 for the insider reveal of #TSMidnights even though his favorite @steelers are not playing.
x.com/taylorswift13/status/1…
20 Oct 2022
Midnights teaser trailer tonight during the 3rd quarter of Thursday Night Football on @primevideo so … meet me there?
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17 Oct 2022
Fascinating article by @tedgioia as I've spent my entire career driving adoption, engagement, and positive outcomes of different technologies.
AI algorithms cannot replace the human element. Need to balance qualifiable as well as quantifiable impact.
x.com/gillmorgang/status/158…
17 Oct 2022
Has the Internet Reached Peak Clickability? ift.tt/iuxhL2Q
6 Oct 2022
There's no better company-wide metric than Net Revenue Retention because #NRR is the result of cross-departmental efforts. It also fosters collaboration.
Important that leaders help each team member understand how their individual efforts make an impact.
gainsight.com/blog/nrr-north…
27 Sep 2022
I'd like to think I'm at least The Keeper as described by @consultingchris.
I see myself as a work in progress on finding the balance between "sharing knowledge widely" and letting my work/results do the talking. #CX
linkedin.com/pulse/which-cx-…
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22 Sep 2022
Some recent personal experiences got me thinking more about #CX, the emotions around it, margins that drive it, so I wrote a post at growthmolecules.com/the-pand…
I'm no @btemkin , but I've admired his #CustomerExperience work for years and hopefully the #cxcurve contributes to it.
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14 Sep 2022
Difficult economic environments are like forest fires…they clean the forest floor of debris, open it up to sunlight, and nourish the soil. That which remains grows as a stronger and healthier ecosystem.
14 Sep 2022
Dont know of a single VC firm that has raised their target fund size since March. Bar is much higher for firms raising and much higher for founders. Good for the ecosystem.
13 Sep 2022
A SaaS company's ability to build Community is key to success. @nrmehta mentions @salesforce with #Trailblazers, which aligns with my thoughts on @Intuit doing it really well too with their #ProAdvisors.
Pro Tip: The "If you build it, they will come" strategy alone does not work
12 Sep 2022
There’s a lot of discussion on Community-led Growth nowadays. I’d argue community is more fundamental to a company than just a growth strategy. For SaaS, it’s the most fundamental part of your product🧵@tiffeoda @rosiesherry @RichMillington @brianoblinger @caremjo @hollyfirestone
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8 Sep 2022
1 Queen since 1952 at 25 years old, who served for 70 years
15 UK Prime Ministers, going back to Sir Winston Churchill
14 US Presidents, going back to Harry S. Truman
RIP Elizabeth 🇬🇧
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8 Sep 2022
Always impressed with the quality of every #AppleEvent
Thought I was going to finally upgrade from iPhone 11 Pro to iPhone 14 Pro, but according to @Apple's own site, it doesn't seem very compelling.
apple.com/iphone/compare/?mo…
30 Aug 2022
Brand authenticity matters.
So does “Know your why.”
#blog
worklife.vc/blog/brand-authe…
15 Aug 2022
56% of US respondents expect to better align the customer experience across all touch points only when technology capabilities improve. 33% expect artificial intelligence will help automate processes that result in improved experiences. #CustomerSuccess
openviewpartners.com/blog/ho…
10 Aug 2022
This video should be required material for all executive team members of startups. So many truths and lessons learned shared in just 30 minutes.
Therese Tucker is a trailblazer and one of the first female cloud founders. What a story from Founder to Executive Chair.
10 Aug 2022
Blackline:
- Solo female founder
- Bootstrapped
- Complete tilt in year one
- Looong path to $100m ARR
and
- $4 Billion Market Cap Today
You Are the Rules
youtube.com/watch?v=fKptGJZc…
4 Aug 2022
As @ashleydeibert explains in this post, #ICP is critical for scale and success.
Pro Tip: ICP does not stand for I Can Pay 😉
forbes.com/sites/forbescommu…
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29 Jul 2022
Great advice for Customer Success leaders during their first two weeks of starting at a new company.
21 Jul 2022
"Later I realized it’s what all the great product leaders, and customer success leaders, do as Job #1 when they join."
The 1 Simple Test to Know if You’ve Hired a Real VP of Product or Customer Success … Or Not saastr.com/the-1-simple-test…
22 Jul 2022
I wonder how many #CustomerSuccess organizations do this? It's bold, potentially sobering, and good advice.
And I'm a huge fan of putting in the work on ICP!
22 Jul 2022
“We need to start doing more with less. Finance told us our budget is decreasing by 20%.”
How Important is Your Software to Your Customer? It's Time to Find Out.
tomtunguz.com/doing-more-wit…
David Lahey retweeted
18 Jul 2022
Whoever holds on to the most customers after the recession, wins.
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