I pulled the plug on these customer success departments in both companies, reassigning the staff back to the departments where their expertise fit best.” Newer objects of his ire are fun to read too, such as customer success departments which he found at both ServiceNow and Snowflake: “They were happy to follow the trend set by other companies like ours. Throughout the book Frank lobs hand grenades at his business bêtes noire – such as consultants who borrow your watch, charge you money for telling the time, and then keep your watch. Blocked pipes? HR recruiting flatlining sales people instead of gunslingers? Leaking faucets? Finance starving sales of investment? Inadequate header tank? Too many passengers and not enough drivers in the organisation? Diagnose and fix. Diagnose and define the problem, then fix it with celerity. The book is organised in five sections: Raise your standards Align your people and culture Sharpen your focus Pick up the pace and Transform your strategy.
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