Principles for Smarter Customer Success

Remember dot matrix printers? Floppy disks? So much has changed. Your customers’ needs change too. Go talk to them so you understand what they need.

Working directly with customers can be a grind. It's important to highlight small victories as they give teams an important boost.

The foundational work of documentation is so important for customer success. This is a great time of year to evaluate your docs and processes.

2021 resolution for software companies: stop calling customers “users.” Heroin and cocaine have users. You have customers.

If you want your software (and your SaaS company) to be a success, your customers’ experience needs to be front and center.

As the world outside our control gets grimmer, it’s easy to let our thoughts run wild. The noise in our mind can become deafening. Here’s how I work on quieting it.