Everyone's talking but no one hears the same thing.
3
The fundamental cycle that keeps every business unit running
2
Funnels are "icky." Here's why and how to use customer journeys to solve for the same business needs.
2
Placing strategy bets and building confidence that you're heading in the right direction
1
Some tactics for correlating support work with specific results for the bottom line of the business.
1
Tactics for translating numbers so you can build your case. Also, "a billion" is bigger than you think.
1
A framework I've been noodling on for getting multiple stakeholders to a shared decision.
1
Some of what I've learned from the books I've read thus far this year
1
Ideas around giving away your job, scaling yourself, and investing in the success of those around you.
1
Slapping a definition on the term and applying it to a real-life situation of modeling Support volume.
1
Thinking about how your customers feel in addition to what they're doing within your product.
1
Where words like "delight" and "wow" fit within customer support
1