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    • Public Speaking
    • Webinars
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Love & Marriage...

Drop CAC, Measure RAC

Drop CAC, Measure RAC

What kind of comparisons can we draw between falling in love, getting married, and our customer's lifecycle?

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Drop CAC, Measure RAC

Drop CAC, Measure RAC

Drop CAC, Measure RAC

Why is it important to track not only CAC (Customer Acquisition Cost) but also RAC (Revenue Acquisition Cost)?

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QBRs Are Stupid

Drop CAC, Measure RAC

QBRs Are Stupid

Your customers life is not consistent. Yet we try to force a consistently scheduled QBR on them. That's stupid.

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3 D's Of CS

Not Just For Breakfast

QBRs Are Stupid

The 3 D's of Customer Success attempts to quantify and answer the question: "What is Customer Success?"

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All In...

Not Just For Breakfast

Not Just For Breakfast

My All In moment, in 2018...my entrepreneurial "leap of faith." See my early days and journey to find myself.

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Not Just For Breakfast

Not Just For Breakfast

Not Just For Breakfast

How can Customer Success be more than just Renewals and Expansion? Customer Advocacy is KING.

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Churn Reduction

1:Many & Many & More

1:Many & Many & More

Take your customers from "Hmmm?" to "Aha!" instead of "Grrrr...." How to use product adoption to kill churn risk.

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1:Many & Many & More

1:Many & Many & More

1:Many & Many & More

How can you take a business (and Customer Success org) from Entry Level/SMB to Enterprise? 1:Many...

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The CS Helix Model

1:Many & Many & More

The CS Helix Model

Revenue is revenue is revenue...right? Turns out...wrong. Not all revenue is created equal and let's outline how.

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CS For The Biz

Warning Systems

The CS Helix Model

How to articulate to CEOs, VCs, and other leadership that CS is more than just a post-sale relationship approach.

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Warning Systems

Warning Systems

Warning Systems

Why is being Reactive not Customer Success? What's wrong with living in a reactive CS experience as a customer?

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