Change is inevitable in any workplace, but it doesn’t have to be painful. As a mother of two (now) well-adjusted teenagers, I can say that change is not always well received or foreseeable. The ways leaders introduce and prepare for change, however, are very solidly within our scope and control. My oldest child just passed […]
Tag: Trust
All Aboard! Onboarding Defines the Journey
In the world of customer success, few processes are as critical as onboarding. It’s the first real interaction a customer has with your product or service after the sale, and it sets the tone for the entire customer journey. A stellar onboarding program can be the difference between a customer who churns within months and […]
Employee Relationship Management
Employees are your first customers. Managing your team includes employee relationship management, and while it might seem stiff and formal, here’s why you should use an ERM system (even if it’s just a folder with a spreadsheet on each employee). HR is most frequently the subject or arbiter of ERM systems, and this post isn’t […]