by Tom Lipscomb | Oct 30, 2018 | Customer Success
“Strategy Without Tactics is the Slowest Route to Victory… Tactics Without Strategy is the Noise Before Defeat.” – Sun Tzu Achieving the Ultimate LTV Review & Gain Consensus – What Are the Numbers Today: (Gross, Net, etc…) Define how they...
by Tom Lipscomb | Mar 30, 2018 | Customer Success
Only the Paranoid Survive In 1997, Andy Grove was Time Magazine’s “Man of the Year”. They called him, “The person most responsible for the amazing growth of semiconductors”. Why the accolade? In their first year, Intel’s revenue was $2,672. When Grove retired in...
by Tom Lipscomb | Mar 6, 2018 | Customer Success
Ongoing Debate There is a debate that goes on between Customer Success professionals about whether or not CSMs should sell. The argument against it often goes something like this: The CSM is a ‘trusted advisor’ and as such their role is one of service, not selling,...
by Tom Lipscomb | Dec 12, 2017 | Customer Success
A Compensation Overview There are a lot of different approaches to Customer Success compensation, and although there may not be one perfect plan, my experience is that a variable plan with a bonus will provide the best results. However, before I dive into why I think...
by Tom Lipscomb | Feb 14, 2017 | Customer Success
What Gets Measured Gets Improved There is a lot of talk about metrics, measurements, and KPIs in the world of Customer Success. Peter Drucker’s statement that, “What gets measured gets improved” continues to show up in presentations and blogs, on a variety of topics...
