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Dear Customer, We Wish You Good Health
Daniel* is a CSM and he loves it. Every morning, he enters his office with a smile. Monday, 10am: Boom! Something happened during deployment, causing a downtime. Red alert messages all over the Slack channels, pressure is rising… One of Daniel's big customers is impacted. He needs to move fast, take immediate actions:…
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Wake Up Your Unconscious Bias
On April 28, 2022 Gain Grow Retain and ThriveNetwork joined forces to bring DEI specialist Camille Kelly to our combined audiences. One of the issues with DEI is that it can feel like something that has to be done without a lot of confidence in HOW it should be done. Although the information presented here is not a new…
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Want to make customers happier? Say "no" to them
Author: Sylvie Woolf Whoever said "the customer is always right" was clearly not a CSM. Customers are wrong all the time, and if you really want them to be happy, you need to learn when and how to say "no" to them. There's a quote that's about as old as business itself. It goes something like, "consumers bought a million…
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Worst Way to Start Your Day
What if I told you that the worst way to start your day is something you are probably doing every day? The worst way to start your day, my friend, is checking your email. If you constantly feel behind at work, overwhelmed by all you have to do, and just overall despondent, listen up. I’m going to give you 3 reasons why…