The Stakeholder Flywheel

How often do you hear the word stakeholder? A lot? Not surprising, it’s been used in all sorts of ways and over the years has acquired many meanings. Fifty five according to Friedman and Miles in their book Stakeholders : Theory and Practice. The most commonly...

The Messiness At The Beginning

You’re the most important person in my life right now. That’s the thought I have in my mind as Matt and I sit down to contemplate the ideal student for our next course. If we get it right we’re hoping three outcomes will happen for that student:...

10,000 Hours? One Might Be Enough.

Most of us have heard of the 10,000 hours rule, made famous by Malcolm Gladwell in his book Outliers. The 10,000 Hours Argument Malcolm proposes that 10,000 hours of deliberate practice are needed to become world-class in any field. Deliberate practice by the way?...

Prepare To Be Successful

Want to dramatically improve the results you’re getting as a CSM? Before your next customer success conversation do the following. Get a big sheet of paper, split it into 5 columns. In column 1 list the Top 10 ways to improve delivery of value to the customer....

How Far Are You Throwing The Ball?

Some of the latest research into learning is fascinating and upending a lot of what we think we know.   In an experiment to determine whether massed or interleaved practice is better for skills development researchers set up the following.   One group of kids was...

Getting Fit For Customer Success

There is a school of thought that most gains in the gym come from the time your muscles spend under tension. According to this theory lots of reps won’t move the needle much: to improve you need to safely work your muscles under tension as much as possible. At...

Addressing Complexity In Customer Success

Here’s a short list of things that make customer success complex, interesting and hard to get exactly right. Each customer is different and usually wants different results. Each customer usually has multiple stakeholders, each with their own priorities. Getting...
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