Chris 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…

A 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. …

Account 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. …

Quarterly 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…