Support organizations transitioned beautifully to remote work in 2020, and eventually moved to hybrid work quite successfully. Three years on, we are coming to the realization that in-office work created many opportunities for informal training–for instance through casual observations …

Training and Hybrid Work Read more »

    TSANet kindly invited me to contribute a blog post on their site (again!). The topic is quantifying customer value, and it will help CSMs and account manager move from basic activity-based metrics to true outcome metrics which can …

Guest Post on TSANet: Quantifying Customer Value Read more »

ASP has delivered awards for outstanding support websites for decades, and I’ve had the pleasure of being a judge for most of that time. On November 15-16, you are invited to admire and learn from the winners. In order of …

I’m speaking at the ASP Best Support Websites virtual conference Read more »

It turns out that services hold the key to most profitability moves for SaaS. Here’s my short list, inspired by Thomas Lah’s keynote presentation at the TSIA conference in October, 2023. Monetize services. This includes professional services (for sure), tech …

4 Ways to Improve SaaS Profitability Read more »

I do a fair amount of training with support engineers, CSMs, and managers, and I’m always very careful to emphasize that a one-time training event, however cannily crafted, cannot by itself improve behaviors–although it can start the change and conscious …

Your Team and the Success Triangle Read more »