Hot take! There's a better way to do QBRs, and it's async. Learn how you can save time creating an async QBR with Journey that's personalized, engaging, measurable, and super simple to share with your customers. #CustomerSuccess #async #remotework #qbr journey.io/posts/how-to-c…

I love the thrill of incident communication. Figuring out how to write *well* and write *quickly* is fun. Hitting the "publish" button on the status page is always terrifying though.

3 promising tools I discovered in 2021: 1) Scribe | Workflow AI Platform - easily create and share "how-tos" 2) Journey - share all types of content & tell better stories 4) Reclaim.ai from Dropbox - a smart and simple calendar blocker/assistant What new products have been tickling your fancy? #SaaS

Undervalued skill in Customer Success and Support: The ability to anticipate. If you can think ahead and anticipate the next problem, concern, or emotion a customer may face, you can solve problems before they occur, and you can deliver value faster. (Al…lnkd.in/gMDpNn2P

I'm looking for a super light-weight and simple note taking tool/writing tool. I've been using Bear App but I want to get away from depending on iCloud to sync across devices. What else is out there?

Is your customer success team operating in a reactive motion more than a proactive one? Some great tips in this thread on how to turn that around. lnkd.in/dhTPDDz4

When a customer or teammate asks a question, assume it will be asked again. Write it down, share it, and make it accessible for the next time the same question surfaces. Sure, that takes time (if you have the right systems in place it can be quick), but…lnkd.in/dck5ZZwH

I wrapped up my run with FireHydrant last week. I'm very thankful for my time there. I learned a lot, both professionally and personally, and I'm proud to have laid a solid customer success foundation for the team to build on.  Next up: I'll be doing som…lnkd.in/gJjy7tMp

Hey Halp 👋 any plans for an Intercom integration? 😀

The LaunchNotes team is creating a Slack community! If product operations, roadmaps, enablement, product feedback, or product marketing resonate with you, go join the conversation! Slack communities are a great way to connect and…lnkd.in/dMDZhras lnkd.in/dCnvaxND

Customer success friends: this is an incredible opportunity! A great team with a successful track record and an awesome product. If you’re interested in building out a customer success function, check this out! I’ve had the chance to work with these folk…lnkd.in/dvtYcH3n

A few weeks ago I shared an update about leaving my job to do some contract work and spend more time on lifelong passions, such as playing the drums. I’m lucky to be doing both of those things and it’s been a very positive change for my mental health. As…lnkd.in/dWqUvkgp

Spokane! That was fun, thanks for being an awesome crowd. @myron_elkins_music Knitting Factory Spokane #ludwigdrums #bosphoruscymbals #promarksticks #remodrumheads #drummer @ Knitting Factory [Spokane] instagram.com/p/CafR4ACJaCs/…

This one-sheet is gold. Share it with your sales and success teams. 🙌 lnkd.in/drnWyXtx

The companies that prioritize solving these pain points will come out ahead. lnkd.in/d7fwrk7z

Just posted a photo @ Ryman Auditorium instagram.com/p/Cb-Rh3hrRQ_/…

From a recent live chat while trying to cancel service: "I will be sending you the steps to cancel the services from your end and you may please take a note or a screenshot of the steps so that you will not lose them" So many things wrong with this.

This is a great opportunity for an experienced customer support leader! Flight CX truly gets what it means to build a world class support operation and they’re looking for someone to help their clients succeed in doing the same.…lnkd.in/g7QkNsve lnkd.in/g-NDxzt3

Are you measuring your customer-facing knowledge base? How do you know it's working? In my latest post for Nicereply I share 8 things you should keep an eye on after launching your help center. By the way, are you an early-stag…lnkd.in/e4_mYw8j lnkd.in/eFYNJjpd

Incredibly proud of my wife for the rebranding and launch of her company's website. If you need help with digital marketing, check out - they're an incredible team of hardworking creatives! #digitalmarketing quimbydigital.com