3 Things That Matter

Posted on May 24, 2013 in Scale, Value, Visibility | 0 comments

For SaaS companies, the focus must be on service and creating lasting, loyal customers. When companies focus on the priorities of Value, Visibility and Scale, professional services will develop nimble and flexible offerings that will allow their customers to be successful and grow sustainably. Learn more in our recent article on PS Village here.

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My Gratitude For Technology

Posted on Nov 22, 2012 in Scale, Social | 0 comments

This week, as most of us do before Thanksgiving, I have been reflecting on the many things in my life I am grateful for.  In particular, I am fortunate to have grown up here in Silicon Valley, surrounded by the constant buzz of technology and innovation.  I remember my engineer father coming home with gadgets – like an Atari or an HBO box or something called an Apple computer. They are all quaint pieces of technological antiquity now, but they still stand as the inspiration for today’s entrepreneurs and dreamers. Growing up in this environment sparked a life-long love for creating new...

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Getting Better Organized Is Key To Customer Success

Posted on Nov 14, 2012 in Scale, Value | 0 comments

Organization, for some, comes second nature, an inherent trait that allows them to compartmentalize daily obligations and easily make sense of the chaos.  For others, organization takes a little more work.  Something I learned in college that I still come back to again and again is that one key to happiness in life is getting B.O.  No, not that B.O., but getting Better Organized – finding ways to sort through the chaos and manage your life in a coherent way. When tasks and papers and obligations pile up in mountains around me and I wonder who ran off with the extra hours in my day, I...

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Say Yes To Innovation

Posted on Sep 4, 2012 in Scale, Strategy, Value | 0 comments

I recently had the pleasure of sitting down with the folks at HP’s Discover Performance e-zine. The discussion focused on how customer success operations need to work hand in hand with technological innovation. You can read the article here. The interview focuses on the balance between development and operations, and how that relationship creates customer success.  Customer operations have priorities that need to be addressed, and being in sync with development is the best way to address them.  When you lose that balance, the harmony is thrown off and ultimately the business suffers. ...

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The Zen Of Success: Be Your Own Genius

Posted on Aug 21, 2012 in Scale, Value | 0 comments

This article is second in a series titled “The Zen Of Success”. One of the things I love the most about Apple products, and especially my iPhone, is the Genius Bar at every Apple store location.  So much more than a repair or software help desk, the Genius Bar is staffed by friendly, exceptionally knowledgeable people who are pleased to help me with my problem. While recently working with a client to transform their Support Operations, I asked the group what they thought our ultimate goal should be.  One person immediately piped up and said, “I want to give our customers the Apple...

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Digging Deeper: The Charter

Posted on Aug 2, 2012 in Scale, Strategy, Value, Visibility | 0 comments

In my last post, I talked about how I start when I walk into an organization, whether I am starting from scratch or helping the company reach the next level. That post really just scratched the surface, and I want to dig a bit deeper for you on what goes into building the Charter. The Charter is a framework upon which the company can build its Operations, and is a fabulous tool for aligning what the Customer Success function will deliver and be accountable for across the business. Once I have taken stock of the situation and presented a “State Of The Union” to an organization, I lay out...

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