Insights
After nearly 40 years in the industry, I have my fair share of war stories and learned lessons. I’m sharing many of them below. And as the world is changing, more rapidly than ever, I’ll be offering my thoughts about how customer support should be changing.
Hiring the Best of the Best
Selecting top talent for customer success roles is like solving a 5,000-piece puzzle. How do I identify the best of the best?
Late Night Support
It was a Friday night and a customer escalated a major technical problem with us that had major business implications for our customer. The CEO of the company was paying close attention. I was pulled in.