Oct 15, 2020There is no Such Thing As a ‘Win-Win’ NegotiationChris Voss is arguably the world’s leading expert on negotiation. In his book, Never Split the Difference, he highlights counter-intuitive tactics and strategies that he learned from his 24 years in the FBI Crisis Negotiation Unit. I used to believe that Think Win:Win was the most effective strategy for negotiations…Negotiation5 min readNegotiation5 min read
Sep 23, 2019Growth & Upsell Strategies — B2B SaaS Customer Growth FundamentalsA VP of Customer Success at a Silicon Valley SaaS company recently told me that his CEO and board of directors are not OK with 30% annualized growth. To reach their IPO and revenue objectives, they want 30–40%+ annualized growth. …Customer Success4 min readCustomer Success4 min read
Sep 20, 2019Account Success Plans — B2B SaaS Customer Growth FundamentalsAccount Success Plans are the nucleus and ❤️ of every successful customer relationship. Often the customer’s success plan is not written down or clearly defined for everyone in the company. If we don’t know the ‘why’ for a customer or how we add value to their business we’re in trouble. …Customer Success3 min readCustomer Success3 min read
Sep 16, 2019Quarterly Business Reviews — B2B SaaS Customer Growth FundamentalsQuarterly Business Reviews (QBRs) or Executive Business Reviews are an essential part of the customer journey in SaaS. QBRs help remind your customer why your solutions add value to their business and how you can help them in the future. Here is a blueprint on how to run effective QBRs…B2b Customer Journey5 min readB2b Customer Journey5 min read
