Shona Fenner

Well... does your team use repeatable processes? Do you send customer communication campaigns? Do you need better customer insights or to start determining the "health" o...

Not to be overly generalistic, but is the reporting on lost renewal reasons clear and accessible? If not, that's not helping the blame game. We're all human, and withou...

Treat CX and any CS software like a product! Build and maintain a product roadmap and share it often, gather feedback actively, groom your backlog of tasks and ideas, a...