Chief Customer Officer | Advisor | Founder Passion for #leadership #RevenueGrowth #CustomerSuccess #cx #ex #operations Exits from @TalixHealth @Jobvite +4 more
Los Angeles Area
Joined October 2010
- Tweets3K
- Following64
- Followers369
- Likes216
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
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
“If Customer Success is doing its job, the renewal should be a foregone conclusion.” #QOTD
I'm guessing @nrmehta will be watching #TNFonPrime 🏈 for the insider reveal of #TSMidnights even though his favorite @steelers are not playing.
teapaw.org/taylorswift13/status/1…
Midnights teaser trailer tonight during the 3rd quarter of Thursday Night Football on @primevideo so … meet me there?
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.
teapaw.org/gillmorgang/status/158…
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…
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-…
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.
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.
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
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
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 🇬🇧
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…
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…
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.
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…
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…
Great advice for Customer Success leaders during their first two weeks of starting at a new company.
"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…
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!
“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…
SaaS has completely changed how we do business and nearly every SaaS company claims to be “product-driven.” Here's a nice maturity model where you can decide how well you're doing.
#productledgrowth #plg
During my first job as a #ProductManager (when Blockbuster was a thing - yes, I'm old!) I remember asking, "what does a PM actually do?"
Nowadays, every SaaS company claims to be “product-driven," & if PM was messy back then, what has it evolved into? bit.ly/3uQe5Fo