They beat me into submission…

by Peter Briden | Customer Success, General, Leadership

They beat me into submission, a customer success failure. I travel a lot and spend many a night in hotels.  Many times I don’t have a choice of the brand of hotels I stay in, many times I do.  When I do have a choice,…

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I have been kicked out of better places than this

by Peter Briden | Customer Success, General, Leadership

I’ve been kicked out of better places than this (actually not)…  but never as nicely. The Friday before Christmas I was having breakfast with a colleague down in the Strip District at one of the awesome breakfast joints.  For those of you who aren’t from…

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Customer Success & Chutes and Ladders

by Peter Briden | Command, Customer Success, General, Leadership

Trust and goodwill.  The foundation of a healthy relationship.  In the IT services business, we strive to find, build and maintain Long Term Mutually Beneficial Relationships (LTMBR).  These are the relationship in which all stakeholders win. Customers Win – they get their required outcome and appropriate experiences at…

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I’m OK – You’re OK

by Peter Briden | Command, Customer Success, General, Leadership

I’m OK – You’re OK was the title of a popular self-help book in the late 60’s, I remember it as a kid, but have no idea of what it was about. I just remember the title. The title came to me today when I went…

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It’s all about them…

by Peter Briden | Customer Success, General, Leadership

We ran a successful IT services company.  After selling the company 3+ years ago, I have had the opportunity to step back and look at what the success patterns were, and just as important, what held us back.  At the core of our success was…

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When life gives you lemons…

by Peter Briden | Customer Success, General, Leadership

When life gives you lemons, make lemonade. Things don’t always go as planned.  It’s not whether or not things go wrong, it’s how you deal with them when they do that matters.  Jim Collin’s, in his best selling book Great by Choice, talks about return on luck. …

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