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What Should a New Sales Leader Focus On?

Jul 11 2019

I’ve been interviewing a lot of candidates for Director of Sales lately, and there is one question I always ask. “What will you focus on in your first 90 days?”. Of course, the obvious answer is “results”, but there is a lot more to it than that. There isn’t one right answer to this question. […]

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6 Ways to Create a Culture of Customer Success

Sep 10 2019

As the leader of the customer-facing parts of a SaaS organization, I was quick to take accountability and responsibility for “customer success”, which of course really meant customer retention. It took me many years to realize how flawed my thinking was and to come to understand that Customer Success is bigger than any single department. […]

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Take Customer Churn Reasons at Face Value And Do Something About It

Feb 12 2019

If you do a search for “SaaS churn reasons” you will see some great articles and pick up some useful advice about combating churn. Many articles will point to “lack of value” as the root of most churn. And they are right. In most cases if a customer doesn’t receive value, they will not continue to use […]

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