From Impossible to Inevitable

In SaaS, Customer Success is a “single-digit hire”—one of the first 10 hires. Another SaaS rule of thumb is having one Customer Success manager per $2 million in revenue—hired in advance of that revenue, not after you have it. Silicon Valley companies with enough funding often now invest big at the beginning, with two to four people on the team rig

If you're a CEO, you need to take Customer Success as seriously as marketing, sales, or product development.

Customer Success is not free help. It isn't glorified customer support. And, like sales, it should be a revenue driver, not a cost center.

The best way to methodically grow your seeds is with a repeatable program or with systems that ensure your customers are successful. This field is now commonly called Customer Success Management or just Customer Success. It means systematically reducing customer churn, increasing upsells, increasing referrals, and helping capture more and better ca

You can have a Ferrari, but it doesn't move an inch without gas. Lead generation is your gasoline for growth.

a sexy, fancy, or grandiose message that doesn't click with people is useless.

People need practice differentiating pains from solutions and from results.

The whole point of Nailing A Niche is to help you cross the Trust Gap,

Why is there a niche problem in the first place? It has to do with how people's brains and attention spans work. The Arc of Attention and Trust Gap ideas are vital to understanding why there's a problem,