Mom Friends (revised)I’m sitting on an uncomfortable chair, at an uncomfortable antique desk which serves as my home office at the moment. The house was built…Apr 6Apr 6
Published inNobody wants to use your SaaS productAre you “training the trainer” or are you just being lazy?Having a customer who has developed robust internal training for your product is the holy grail of any SaaS company with a highly…Jan 21Jan 21
Published inNobody wants to use your SaaS product30–60–90 Day Plans for Customer Success LeadersOne trend I’ve noticed in interviewing for CS leadership roles over the past few months is companies asking for 30–60–90 day plans as part…Jul 24, 2023Jul 24, 2023
Published inNobody wants to use your SaaS productWho is “the customer?”In the SaaS world we’re always talking about “the customer.” Is the customer getting value? Is the customer a churn risk? Will the customer…Jul 21, 2023Jul 21, 2023
Published inNobody wants to use your SaaS productHow to uncover “hidden” customer experience issues in a scaled organizationWhen an organization is new and small, it’s relatively easy to spot problems with the customer experience. Everyone, from the CEO on down…Jul 10, 2023Jul 10, 2023
The WallIt’s September of 1977. I’m standing at the front of a second grade classroom in suburban Philadelphia. Some woman had met my mom and I in…Apr 25, 20232Apr 25, 20232
Published inNobody wants to use your SaaS productIf your customers tell you they want a faster horse, you’re asking the wrong questionsThis is a bold statement, but I contend that no concept has been more misused in the software industry than the infamous Henry Ford quote…Mar 27, 20231Mar 27, 20231
Published inNobody wants to use your SaaS productAbout this blog (and about me)In this blog I will share some of my experiences — both successes and failures — in driving product adoption. Most recently I’ve been a…Mar 9, 2023Mar 9, 2023
