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A new, exciting meetup focused on helping Customer Experience (CX) leaders is launching in Denver on December 8th with two different events. If you are running customer success, customer experience, or related departments, you don’t want to miss this opportunity. The first event is a CX Roadmap Executive Briefing breakfast. You can register for this...
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For the last 20+ years, Cisco has successfully managed just about every type of IT network challenge. But there is a new network problem even the great Cisco can’t fix. Cisco is investing in Gainsight to tame the customer success network. During Pulse 2017, Allison Pickens, CCO at Gainsight sat down with me to discuss...
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While working with a new customer recently, I found a great example of the value of customer segmentation. The CEO hired me because he knew their churn rate was bad. He realized the 3.2% monthly average churn rate resulted in 38% of their customers leaving each year. Some companies don’t realize this annual loss of...
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Sometimes the strangest circumstances result in wonderful experiences. While running with my dog earlier this week, I could see some trash littering the street ahead of us. I live three blocks from a high school and you can imagine the type of trash thrown out of cars during the week. But as I approached the...
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With the summer road repair season in full swing, I see warning signs and construction cones on just about every street I drive. In June my family escaped on a long summer road trip from Colorado to California and we bet on the number of constructions zones that would slow us down. I lost. This...
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I really enjoyed watching Jordan Spieth win his fourth golf tournament of the year and his second in a row. This coming weekend, he’ll strive to do the unthinkable by winning the first three majors of the year. While I have rooted for Jordan before he won his first event, I’m not expecting him to...
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What is Customer Success Management (CSM)? Lincoln Murphy said it best by explaining it is “a proactive, holistic, and organization-level approach that leverages technology and real-time visibility into customer health to ensure your customers… continually and increasingly receive value from your product over the course of their lifetime as a customer.” In other words, CSM...
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