How customer success teams drive value through collaboration
Recent years have seen an astonishing rise in the popularity of subscription-based products and services. The world of ownership is being replaced by Spotify, Hulu, Amazon Prime, and a host of other on-demand services. And of course, customers can easily…
CEO Coach Matt Mochary — Live Coaching with Tim, Why Fear and Anger Give Bad Advice, How to Perform Personal Energy Audits, The Power of Accountability Partners, Delegation Tips, Strategies for Hiring the Right People, and More (#658)
Illustration via 99designs “Fear and anger give bad advice.” — Matt Mochary Matt Mochary (@mattmochary) coaches the heads of top Silicon Valley tech investment firms and companies on how to be the best leaders and build the best organizations possible. …
Boosting eCommerce Conversions with Video
03rd Jun 2020 – Every eCommerce platform benefits when their site is getting plenty of visits, and that is great. But what matters most is that those visits become conversions. After all, those are the ones that will impact your bottom line!…
February 2022: Experimentation News Round Up
How Managers Can Build a Culture of Experimentation Harvard Business Review | By Frank V. Cespedes and Neil Hoyne “The hardest challenges in testing are internal processes, especially the need to work collaboratively to define a problem. Most managers are…
Totango product innovations help CS drive predictable revenue growth
It’s no secret that businesses have been hit hard in 2023. With budgets being cut, staff being laid off, and sales cycles getting longer, many businesses are feeling the pressure, especially in the tech sector. To survive this tough “do…
Danny Meyer, Founder of Shake Shack — How to Win, The Art of The Graceful “No,” Overcoming Setbacks, The 6 Traits of Exceptional People, The 4 Quadrants of Performance, Lessons from Hospitality Excellence, and More (#665)
Illustration via 99designs “I spent the first 10 years of my career almost exclusively focused on trying to motivate problem employees to be better, like the weeds. What I learned was that our employees are like sunflowers. They will turn…
4 Things Teleconferencing Companies can do to Handle the COVID Growth
03rd Jun 2020 – The teleconferencing industry is experiencing major growth during this pandemic. As access to offices vanished because of lockdown measures, many workers have transitioned into remote work — working from the safety of their homes. Netskope reports…
Spotlight: Nationwide’s Julia Barham on research techniques that drive expansive growth
From her time at Capital One and The Motley Fool, to her current role at Nationwide, Julia Barham has a history of powering growth and customer engagement across the entire lifecycle of a product. As the Director of an Innovation…
13 Customer Success Manager Skills to Look for When Hiring
Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. We’ll cover these below, along with…
Michael Mauboussin — How Great Investors Make Decisions, Harnessing The Wisdom (vs. Madness) of Crowds, Lessons from Race Horses, and More (#659)
Illustration via 99designs “Wall Street, even to this day, is replete with lots of rules of thumb and sort of old wives’ tales and shorthands for how to do things. And some of these things, when I would sit there…
How to Increase Website Engagement During the 2020 Pandemic & Recession
03rd Jun 2020 – Online user behavior has changed. Consumer behavior is in a state of flux as people adapt to a world remarkably different from the one they are accustomed to. In March, Google reported that searchers’ immediate needs…
March 2022: Experimentation News Round Up
Imbalance detection for healthier experimentation Etsy Code as Craft Blog | By Stephane Shao, Lyubov Ignatovsky, Julie Beckley In this post, the Etsy experimentation team share their challenges with “imbalance” and how they can now automatically detect it, how it…
Customer Success Team Structure: Four Best Practices
Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. In this blog, we’ll share some of the most important keys…
Dr. Kelly Starrett — The Magic of Movement and Mobility, Training for Range of Motion, Breathing for Back Pain, Improving Your Balance, and More (#664)
Illustration via 99designs “Be consistent before you’re heroic.” — Kelly Starrett Kelly Starrett, DPT (@thereadystate) is one of my favorite performance coaches. When I have problems other people can’t solve, I call Kelly. He’s also a treasure trove of one-liners. He is,…
Winning CRO Strategies from 4 Growing SaaS Companies
04th Jun 2020 – We all know that conversion rate optimization (CRO) is important. But the truth is — businesses rarely invest enough time and money into it. In fact, over 68{1652eb1ffa4184925f6a63a9c04ea6b421acb7a78117241e7d4325cdca8339fa} of small businesses don’t have a documented CRO…
Spotlight: AT&T’s Brianna Warthan on why velocity isn’t the best program metric
In our latest study, over 85{1652eb1ffa4184925f6a63a9c04ea6b421acb7a78117241e7d4325cdca8339fa} of the experimentation program leaders we spoke to share a strong desire to be testing a lot more than they currently are. But that’s not necessarily the case for Brianna Warthan who leads testing…
6 tips for designing customer journeys that deliver value at scale
In order to achieve step-change growth, you need to deliver value to your customers at scale—and across their entire journey with your company. Sounds simple in concept, but where do you start? That’s the question that Sumo Logic Chief Customer…
David Deutsch and Naval Ravikant — The Fabric of Reality, The Importance of Disobedience, The Inevitability of Artificial General Intelligence, Finding Good Problems, Redefining Wealth, Foundations of True Knowledge, Harnessing Optimism, Quantum Computing, and More (#662)
Illustration via 99designs “Wealth is not a number. I don’t think it can be characterized very well by a number. It is the set of all transformations that you are capable of bringing about. That is your wealth. And if…
6 Strategies to Save Your Optimization Program in this Pandemic
04th Jun 2020 – With visitors flocking to your website during this pandemic, there has never been a better time to ramp up A/B testing and website optimization. It’s an opportunity for your company to optimize and improve access to…
April 2022: Experimentation News Round Up
The Fine Art of Visualizing Experiment Results Disney Streaming Technology Blog | By Allen Chang In this post from the Disney Streaming technology blog, Allen Chang (Sr. Data Scientist, Core Experimentation) shares how they help teams understand the results of…
3 ways to effectively scale your CS operation
In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that helps organizations understand how their initiative performance impacts key business results –…
Dr. Peter Attia — The Science and Art of Longevity, Optimizing Protein, Alcohol Rules, Lessons from Glucose Monitoring with CGMs, Boosting Your VO2 Max, Preventing Alzheimer’s Disease, Early Cancer Detection, How to Use DEXA Scans, Nature’s Longevity Drug, and More (#661)
Illustration via 99designs “To understand what it means to live longer, you have to understand what ends life.” — Dr. Peter Attia Peter Attia, MD (@PeterAttiaMD), is the founder of Early Medical, a medical practice that applies the principles of Medicine 3.0 to…
Ensure Business Continuity during the COVID -19 Pandemic (5-Step Plan)
04th Jun 2020 – Online behavior has been turned on its head as many people started working remotely and staying at home to curb the spread of the novel coronavirus. Being homebound means people have to rely on social media…
May 2022: Experimentation News Round Up
Experimentation News Marketing in the metaverse: An opportunity for innovation and experimentation McKinsey & Co | By Eric Hazan, Greg Kelly, Hamza Khan, Dennis Spillecke, Lareina Yee “Now is the right time to adopt a test-and-learn mindset, to be open…