Had to do something painful today. I turned down a deal with a prospect who is excited and ready to buy our product. Why? . They have a specific need we can't meet without one-off product development work that doesn't fit into our vision and roadmap. Sure, we could have

Nice recovery from last month’s marketing faux pax.

I agree. Apple intelligence. Way to grab hold of “AI” @Apple

AI, AI, Oh.

If you want to be noticed. No matter what industry you find yourself in. Do things that other people can’t do, won’t do, or simply can’t think of. Good on you prince of pressure washing. (And yes, the pollen is here)

Every Sunday morning I publish a newsletter with practical ideas for SaaS marketing, sales, customer success, and product executives. Charlie Munger said, "All I want to know is where I'm going to die so I'll never go there.". Tomorrow's post focuses on the concept of

Gmail 20 years old. Remember when I got my coveted invite. I feel old.

Sign up here:

I blew it. And I knew it. Back in 2010 I had an interview with the CEO of a rocket ship startup out of the southeast. He grilled me on retention metrics. Gross, net, customer retention, etc. I fumbled. Stumbled. Tried to explain myself. But the truth is I didn’t know.

Why is RDDT collapsing this morning?.

The very act of writing a goal down, makes you more likely to achieve it. Even more so if you report your progress to someone each week. - John Doerr . We are in the process of writing Q2 OKRs (Objectives and Key Results) for Churnkey. I love this process for exactly the.

Wife and I were caught off guard this morning. Calling @ATT for a service request for your home internet will result in two people showing up at your doorstep. Person #1: Is in sales. This person reviews your account and attempt convince you to upgrade service and switch to.

a metric to judge your next conference or meetup presentation. the number of photos the audience takes of your slides. ultimate dopamine hit.

It’s a miracle you figured out how to get it done. Terrible, terrible experience. Too bad because the rest of the experience was great. Soon there will be legislation to ban the kind of unfriendly practices they (and other gyms) use. A shame we have to legislate customer.

I’ve been reading Poor Charlie’s Almanack. He talks about the lollapalooza effect. I hadn’t heard the word used other than to describe the music festival known as Lollapalooza. I think it matches up with what @Kellblog describes about @Costco and marketing in this article.

Wow, very well articulated.

Give me one look at your support team. And I can predict what your customer success team is doing. Is support only responding to broke/fix issues (vs. how-to or configuration related items)?. Do they offer a premium tier where a customer has a named support rep who understands.

Was there an ROI pitch at least? . Many startups and their funders subsidized customers over the past decade. Now the piper’s calling. No more free money, and unit economics have to actually work. Uh oh.

RT @jasonlk: One of our top vendors just got a new CRO. He got on the phone with us and said he was doubling pricing because "their costs a….

The customer success world is up in arms about Snowflake’s stance on customer success. I’m not. Here’s why…. Reality: No SaaS/cloud/subscription business succeeds without customers who get value, renew their contracts, buy more, and advocate for the company. And as a company.