Funnels are "icky." Here's why and how to use customer journeys to solve for the same business needs.
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Some tactics for correlating support work with specific results for the bottom line of the business.
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Tactics for translating numbers so you can build your case. Also, "a billion" is bigger than you think.
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Everyone's talking but no one hears the same thing.
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Juicy problems lure us into problem solving. But, what if the right move is to do...nothing?
Ideas around giving away your job, scaling yourself, and investing in the success of those around you.
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Placing strategy bets and building confidence that you're heading in the right direction
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The fundamental cycle that keeps every business unit running
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Some of what I've learned from the books I've read thus far this year
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Because they deserve someone on their side advocating and sponsoring them along the way
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Slapping a definition on the term and applying it to a real-life situation of modeling Support volume.
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Where words like "delight" and "wow" fit within customer support
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