Helping Sells Radio

Paul Reeves is a founding member and a governing council member of the customer success leadership network (CSLN). He has also built and led numerous customer success functions at software companies like ShotSpotter, TokBox, Zendrive, and Badgeville. And oh-by-the-way, co-founded Betterworks. I guess you could say he knows customer success. Inspired by the book, The Progress Principle: Using Small Wins to Ignite Joy, Engagement, and Creativity at Work, Paul and I talked about how we might apply principles in this book with customers.  You might ask, “How can we get our customer success managers to apply the progress principle with customers?” After all, customers buy our software to do some job or solve some problem or achieve some outcomes. Sometimes solving that problem is far off in the future. It’s hard to visualize. It’s daunting.  If we could help our customers break that long term goal into small wins that lead to that long term outcome, we could ke