Daniel's approach to data helped us so much and really brought measurable structure to Customer Success at Good Hire. We didn’t realize the extent of the problem at the time, but after the engagement we had a plan we could execute. The coaching & implementation help Daniel provided was spot on. I wish we would have hired him sooner.
The assessment exceeded all of our expectations. My concerns on the implementation work were gone after the first week. Dan worked directly with our employees, rolling up his sleeves to implement his recommendations with their input. He made them feel part of the process while at the same time, not consuming a lot of executive bandwidth. We saw positive results almost immediately!
I was surprised by the level of detail and how comprehensive the report was - especially the scoped-out project list. The assessment is put together in a unique way that really identifies gaps that can sneak up over time. I highly recommend the Predictive Customer Behavior Index™ to any company that is starting to scale or is hiring a new leader of Customer Success.
We’ve gotten more done in two weeks than we did in 6 months!
Dan was an incredible help to me as I came into a new organization and had to rewrite the book on our retention function. His process shortened the learning curve by months!
Dan really helped us scale the organization and brought us up to speed on so many different things. He helped put Customer Success on the map at GoodHire! His process really produced results and his coaching helped me so much both personally and professionally.
Daniel's ‘so what’ questions were off the charts good and had me really evaluating our assumptions on Customer Success. The performance analysis of our live data was incredible - we identified several areas where we could improve the performance of our employees and drive value to customers. I wish I had hired Daniel when I first started - it would have gotten me up to speed so much faster!
Prior to the PCBI Assessment, we didn't prioritize a CS tech solution. The process we went through with Daniel not only validated many of the good things we currently do, but also identified that we had more to gain from technology at our current size than we originally thought. This included discovering some valuable reporting measures.
Why don’t they listen to me!?! The short answer is “Data Driven Customer success” I get asked this by SaaS Customer Success / Customer Retention leaders more times than I can count. It’s asked or Read more…
I spoke to over 600 leaders in Customer Success / Customer Retention. Over the course of the next year, 75% of them were no longer in their role. I know many reasons factored into this Read more…
We can’t talk about new processes or change without reviewing our old friend the Kubler-ross change management curve. The change curve (modeled after the grieving process) is real. EVERYONE goes through it when something changes, Read more…