July 31, 2017 | By David Lahey
Using Proxy Metrics in Customer Success
I’m a fan of Net Promoter Score (NPS). I believe it delivers many benefits beyond the final score itself. In fact, Bain & Company found…
CONTINUE READINGAuthor: David Lahey
June 9, 2017 | By David Lahey
4 Steps to Building an Effective Customer Health Score
I am often asked how I built and scaled an award-winning Customer Success team. While there are many chapters to that story, one topic that…
CONTINUE READING
February 12, 2017 | By David Lahey
Maximizing Reward Points at Starwood & Marriott
A colleague taught me years ago to pick my preferred travel partners and use them as consistently as possible. His advice served me well and I…
CONTINUE READING
July 13, 2016 | By David Lahey
Writing Your Business Plan
It was a Thursday around 10:30am when I received a simple text, “You got a second to chat?” The text was from someone I had met when I was…
CONTINUE READING