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Peter’s Perspective: Partners in the World of Customer Engagement

“Heaven and earth and all things change and transform into something new every day.” Guo Xiang, c. 300 That’s kind of complicated, right? That idea that everything is in a state of constant change? Ah, the joys of physics and metaphysics. Here is a shortlist of other things that are complicated. Three-dimensional chess A baseball […]

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Peter’s Perspective: Why I moved to CSaaS

You know what I love about being part of the Customer Success movement? The tectonic forces that are constantly at play. Because it stands at the edge between customer and provider, it has no choice but to be nimble, deliberate, and anticipatory. And at that edge is where the action takes place, where those tectonic […]

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Peter’s Perspective: Making Purpose Personal

For any company, having a clear sense of purpose comes with several upsides. Brand positives associated with currently relevant societal themes, and employee engagement and loyalty, are just two of many. But purpose can also cause confusion and have unintended negative effects in both those dimensions. Especially today, a company’s purpose is more publicly scrutinized […]

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Peter’s Perspective: The CCO Job Description Not to Use

Raise your hand if you’ve ever read a job description like this: We’re hiring a Chief Customer Officer! We’re seeking a dynamic individual who can help our company move to the next level. The right candidate must possess a deep understanding of value derived from the interpretation of public and private data into business contextual […]

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