Author, practitioner, and consultant for the B2B Customer Success world.
Joined May 2008
- Tweets 82
- Following 36
- Followers 104
- Likes 4
Photos and videos
17 Jun 2020
Lift commits to all electric vehicles by 203 engadget.com/lyft-commits-al… via @engadget
16 Jan 2019
We've seen strong connections between effective Customer Advisory Boards and retention/growth. CABs should be a part of every Customer Success operation. Mike Gospe, CAB expert, has created this CAB Master Class that I recommend yo…lnkd.in/gBzKcR9 lnkd.in/grv3bRc
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15 Nov 2018
"Great leaders have in common the willingness to change and make things better." Leading companies execute this way both internally and externally with their customers. Sending surveys is not demonstrating that you're listening. An…lnkd.in/gky5h6f lnkd.in/gYTST5p
18 Sep 2018
I'm confused... how does comparing your B2B company's #NPS with generic B2B #benchmarking help business leaders? Here's how I prefer to answer the question lnkd.in/gwNug26
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30 Aug 2018
I'm pleased to be speaking at KAPTA's conference on Key Account Management in October, KAMCon. Early bird pricing for KAMCon ($150 off) ends on Tuesday, September 4th and it looks to be a great event on the topic of managing strat…lnkd.in/g5Bjepe lnkd.in/g8_TrDc
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30 Jul 2018
McKinsey briefly outlined 4 mindsets that drive results. If you manage projects, programs, or customer expectations in any way then I think you'll like this 1-page blog. An agreeable nod when I saw #2:
- Take full ownership of o…lnkd.in/gCtnP59 lnkd.in/gqA_HPB
26 Jul 2018
Simple advice for how to win in your career: Back in 2003 a mentor told me, “Steve, you get 1 point for highlighting a problem/concern. You get 5 points for highlighting a solution to a problem. You get 10 points for addressing a problem. You get 100 poin…lnkd.in/gSYN9hf
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11 May 2018
Customer Lifecycle management is an important complement to customer health scoring. Yet most companies fail to embrace the notion that (1) there are multiple persona (e.g. budget holders, decision makers, power users, IT speciali…lnkd.in/ghXtKrC lnkd.in/gEVvXU2
14 Dec 2017
Organic growth compared to M&A -- Doesn't the same logic logic apply to over-prioritizing sales hunting (new logo acquisition) at the expense of farming (retention and expansion of existing accounts)? wp.me/p4XpB1-42a
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31 Oct 2017
If "true customer loyalty" is the optimal accelerator of profitable growth, why do CxO's lean toward M&A instead? wp.me/p4XpB1-40M
19 Oct 2017
What to accelerate growth? Close the gap between how you treat customers & how you want to be treated. Here's how
wp.me/p4XpB1-40z
29 Sep 2017
Watch VoC/NPS best-practices webinar with Nicole Hart from customer-centric company Continuum, Gainsight, and me! wp.me/p4XpB1-3ZL
24 Sep 2017
.@whitehouse & donors, funding has helped #fightfamine but more needed. Support @WFP & others w/ $4.9bn for 20M ppl facing extreme hunger
24 Sep 2017
Thanks @NitaLowey @davereichert @SenatorDurbin @marcorubio for your leadership on the #READAct. You are true #GlobalCitizens!
19 Sep 2017
Excited about our Voice-of-Customer Best Practices webinar with Nicole Hunter Hart and Gainsight -- join us at wp.me/p4XpB1-3ZL
30 Aug 2017
Pleased to discuss intersection of Customer Experience (CX) and Customer Success (CS) with Workday & Gainsight …lnkd.in/gTRpH8q
9 Aug 2017
A B2B voice-of-customer program that accelerates growth requires leadership engagement. Here's one simple tip for e…lnkd.in/gVGAQuk