![]() ![]() His former chief revenue officer, Dave Schneider, made a similar point on LinkedIn where he writes: He says companies should fix the underlying issues that prevent clients from being successful-e.g., product, support, etc.-rather than using customer success management (CSM) as a Band-Aid. Slootman’s argument is basically that customer success is everyone’s job. When the first friend messaged me, “What do you think?” after reading it, my immediate reaction was, “Why you gotta come at me like that, bro?” ![]() ![]() In his otherwise exceptional book Amp It Up, Slootman has a section about why companies don’t need customer success teams. Yes, Frank Slootman, the GOAT of enterprise software CEOs, having run Data Domain, ServiceNow, and now Snowflake, was my kryptonite! It turned out my antagonist was a legendary Dutch billionaire. And then, a few months ago, after getting texts from friends who had read a new book, I realized I finally had one. Somehow, I got through 45 years of life with no enemy-no one to push me. We all know that Superman isn’t anything without Lex Luthor, and that Batman can’t quit the Joker. I know that may sound strange, but I’ve seen enough superhero movies to know that every great hero needs an antihero. This article was originally published on All Business. ![]()
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