The case of the upsell that co$t more than money. Customer Success Representatives are tasked with helping Clients navigate company policies and services to their benefit. They are also tasked with upselling, and increasing ‘stickiness’ and longevity of customers. What happens when those two goals are at odds? Example: A customer needs 500 units of […]

Nothing is an emergency.

Employees are your first customers.

… And why it is usually YOUR fault.

“It is said that despite its many glaring (and occasionally fatal) inaccuracies, the Hitchhiker’s Guide to the Galaxy itself has outsold the Encyclopedia Galactica because it is slightly cheaper, and because it has the words ‘DON’T PANIC’ in large, friendly letters on the cover.” (Adams, Douglas (1979). The Hitchhiker’s Guide to the Galaxy. Pocket Books. p. 3. ISBN 0-671-46149-4.)