giving back

Occasionally, I'm invited to share what I've learned. Here's a summary:

2022

Wednesday, October 12

Sheik Ayube and I demonstrated the interdependence of segmentation, engagement tiers, and capacity plans for 114 customer success leaders at BIG RYG Conference by ChurnZero. One attendee later remarked, "When they opened the spreadsheet, I connected on a spiritual level.”😂

We opened and closed our session with a light-hearted role play, emphasizing the difference between a qualitative and a quantitative conversation with finance. The audience asked thoughtful questions throughout the 90-minute session, which we designed to help CS leaders use financial models to make their pitch more effective when they request people or technology. Personally, I was pleasantly surprised to recognize thought leaders, whom I've admired for years, in the audience. 🥹

You Mon Tsang, thank you for hosting a meaningful event for CS leaders in a remarkable venue. Adrian Brady-Cesana and Abby Hammer, thanks for mentioning highlights from our session on the main stage. ESG (Customer Success as a Service®️), thank you for promoting the session and giving me a platform to share. I wouldn’t have had such an incredible opportunity without your support! 🙏

Source ^ - LinkedIn post

--> Download the workbook here <--

Session description: In a world where the competition becomes better equipped by the day, why do we still neglect much of our customer base from the appropriate engagement they desire? Inefficient use of existing resources is a common culprit. We will work through top-down and bottom-up resource planning to help you optimize the fundamental building blocks required to scale, close coverage gaps and improve future resource requests. We’ll discuss segmentation, tiering, and capacity model strategies, with workbooks you can populate with your data during or after the session.

2020

Featured panelist

BuiltIn article These 6 customer retention strategies actually work. Step 1: Make sure your customers see value right away by Hal Koss (May 20, 2020).

https://builtin.com/customer-success/customer-retention-strategies

Quoted by PYMNTS in “Why Retailers Must Focus On Retention In Post-Pandemic Economy”

https://www.pymnts.com/news/retail/2020/why-retailers-must-focus-on-retention-in-post-pandemic-economy/