Author: David Lahey

industrial gauges
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…

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…

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…

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…