Customer Service Marketing Sales Startups

Pick Up the Slack, or Why Speed Matters for Customers

  Slack. The word conjures up relaxation, or even lethargy, slowness, torpor, lassitude. Far from it. Slack, the messaging product used daily by over 5 million people, is anything but slow. Spend three months with Slack, like our ...
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Acquisitions Business Marketing Sales Startups Strategy

Atlassian’s Trello Acquisition and the Three Principles for SaaS Market Expansion

SaaS companies that expand from selling to IT to selling to business teams (or, vice versa) rely on 3 principles, which I call The Three Principles of SaaS Market Expansion. It requires these companies to take a resolute ...
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Customer Service Email Sales

The New ABC of Sales: Always Be Chatting

Arabella Moretti (Arby to her friends) is finally on her flight home to San Francisco after being stuck in Munich Airport for hours due to a raging storm.  A full week of negotiations with a global brand based ...
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Email Sales

It’s a Bird, it’s a Plane, it’s Super CRM Heroine!

  Remember reading Supergirl, Wonder Woman or Batgirl comics and marveling at the amazing ability of superheroes to see through walls, or hear a whisper a continent away? Today’s customer-centric leaders can look to modern CRM and Big Data technology ...
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Strategy

Your Corporate Strategy is a Prisoner of History (or, Why CEOs Should Listen to Their Inner Revolutionary)

I was once thrown out of our CEO’s office. That was the beginning of a journey of corporate reinvention that led to us selling our company for $400 million. Here’s the story of that initial banishment that led to our planning corporate strategy for Silicon Valley ...
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Customer Service Marketing Sales

20 Affordable Tools to Run Your Sales, Marketing and Service Stack for a total $1,000/mo

Recently, VCs have been regularly opining with punditry on how your startup–never, their startup–needs to cut back. As a technology startup CEO, I want to share how we run our company’s sales, service, and marketing stack for about $1,000 a month. Here’s our stack. ...
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Acquisitions Email

Dropbox drops Mailbox. Or, How Foresight is 20-20.

There’s a saying in mergers & acquisitions circles: companies are bought, not sold. This could not be more apparent in the case of much ballyhooed mobile email startup Mailbox. It was only a few months old, funded by ...
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Customer Service Customer Success Email

Fast and Natural Communications Make Customers Happy

Today’s consumers expect a natural way to ask for help and obtain quick resolutions for issues or requests for information. The days of making a phone call and being routed to the right person have long dissipated and ...
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Business Customer Service Customer Success Startups

Customer Service in the Fast Lane—the Zip and Sip Strategy

One day we will drive cars that zip at 300 miles an hour and sip at 300 miles per gallon. And our Customer Organization will close 1000 cases and talk to 1000 customers. Can one do both? Like a lot of kids, I wanted to ...
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