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You know what I have on the brain today? Fear. 😱 😱 😱 What got this 🧠 brain wave going? I was listening to an inspirational talk we had at work by Sarah Bond president of our X-Box org - but one of the many inspirational comments she made stuck with me - and I'm paraphrasing here, but she said 'people don't fear change, they fear loss'. Preach. We are afraid that what is next is not going to be as good as what we have today. But that perspective gives us the empathy to help tackle that change from a business perspective. Systematically, to remove fear, and build organizational agility to make decisions and drive change. How can we (beyond talking to our therapists) tackle that? In particular in a work environment? - Obsess about the customer, customer voice, customer value. OBSESS. - Measure KPIs (not just Results) - Leading and not lagging indicators - Be fanatical about ICP, usage & retention. Continue to test & validate that over time even after you have identified PMF so you continue to learn as your customers learn. - Build in time for doing the not so glamourous but necessary work - and celebrate it - the documentation, the wiki, sharing that SQL query, writing down the lesson learned - THINKING - whatever it is, so that we remember where we started, because then it is so much easier to realize how much we have learned, and how far we have come making that future change decision so much less risky. - Invest time and energy in experimentation. Experimentation is just as important telling us what not to do, as what to do. - Bring in diverse perspectives, experiences, backgrounds, and voices to help look around corners. - Invest in each other so we lift, elevate and build cultures of individual ownership and mutual accountability. - and so. much. more. And at the end of it - know that whatever decision - it still may be wrong 🤷♀️ But at least you literally did everything possible and made every decision with the best possible, data, perspective and inclusion. Do the same - stay the same. Do different expect different. #revops #revenueoperations

Quick-fire responses were my thing. 🔥 Until they weren’t. 😖 This one is for you if you're a quick-fire responder. Back in the early days of my career, I prided myself on being lightning-quick. ⚡️ Ask me a question, and boom! Immediate response. Sounds impressive, right? Wrong. That knee-jerk reacting got me into hot water more times than I'd like to admit. 😕 I thought, "Maybe I'm just unique. An outlier." But then, as I transitioned into a leadership role in Customer Success, the plot thickened. This pattern wasn’t exclusive to me. I spotted it everywhere. CSM interacting with customers, CSM's interacting with their bosses, their bosses interacting with their bosses. But here is the thing, it should not be like this ❌ What you need to do is understand and become comfortable with the power of Silence. Watch this video of Elon on how he responds to this seemingly hard question during an interview. It is a masterclass. If you did not watch his interview with Lex, he took this to the next level with a whole 22-second pause before replying. Here is what silence/a pause lets you do. ✅ Give you clarity: Instead of racing to respond, which often leads to jumbled thoughts. Pausing lets you assemble your ideas like a maestro, delivering them with unmatched finesse. ✅ Control: A deliberate pause? It has the other person leaning in, ears perked. Puts you in the driver's seat, controlling the rhythm of the conversation. ✅ Connection: By pausing, you're signalling, "I'm listening. Truly listening." That’s a rapport-builder right there.👑 CSM all-stars, here's the playbook: The next time a challenging query comes flying in, don’t shoot back straight away. Count to three. Let that silence work its magic. Trust me, the transformation is game-changing. Your move, CSM champs. Ever been that knee-jerk responder? Share those tales below. How'd you pivot? Drop those wisdom nuggets. https://lnkd.in/emQdryRT ------------------------------------------- P.S. Be a knowledge sharer. Hit "Repost" ⬇️ #customersuccess #saas #startups #careercoaching  #CS #CSM #SuccessHacks #customersuccessmanager #difficultconversations

Want to learn about the most annoying Slack behavior? Read my input in this Huffington Post article! 👇🏼 https://lnkd.in/gbrzNkW7

Useful Productivity Tips from Gareth Hoyle 👌

Do you think in tomatoes? 1 of the many ways we thrive in the #4dayworkweek is via our #productivityhacks Save 20 minutes a day and that equates to around a day per month! It's all about math! Coveragely was born out of an internal productivity hack tool - you can save time with your reporting too - and it’s comes with a no CC, free 2 week trial Check tip 6 for context… Find the link in the comments for 8 productivity hacks that actually work…

How’s your attention span these days? 🧑💻 Do you find yourself Slacking while Zooming? 🤹 Juggling 5 to-dos at a time? 😵💫 Lost in a maze of browser tabs? If so, you’re not alone. In the latest episode of Dropbox's Remotely Curious, we talk to professor and author Dr. Gloria Mark about the science of attention, the pitfalls of multitasking, and how to stay focused in a digital world that’s designed to be distracting.

I see a lot on social media about companies fiercely debating (and implementing) return-to-office mandates, but at Dropbox, we believe the RTO conversation is missing the point: Where we work is less important than how we work. Our data shows this, that employees do their best work when given flexibility and autonomy. I know I do, sitting here at home with my dog snoozing on the couch behind me. (Maybe not so much sometimes when he's barking like the house is under full scale attack!)🙃 Read more on the insights from our latest surveys—and why we’re doubling down on #VirtualFirst.

Suffering from shiny object syndrome? 🤪 Getting distracted by big ideas is one of the biggest obstacles to getting meaningful traction in your business. Instead of allowing yourself (or your team) to get pulled in multiple different directions, a weekly priority check-in can help you stay on track. It’s Day 8 of the Double Your Revenue Challenge, and today’s action item is this: 💥 Define everyone’s top 5 priorities (including yours!) and install a weekly priority “speed check.” A “speed check” is a once a week meeting where you check in on those priorities. It’s the ultimate productivity hack! Get started today. ⭐ From August 7-18, we’re giving business owners a daily challenge to put them in the best position to double their revenue. Download the free Double Your Revenue Checklist today at https://lnkd.in/e4gB4TeU.

Sentences can have a long shelf life. When it comes to helping you to concentrate/create/prioritise, what are yours? * Famous quotes? * Something your mum said? * A colleague’s off-the-cuff remark that’s stuck in your mind for months? In Adam Payne FInstLM's case, one of these 3 quotes has stayed with him since the 1990s.  And all of them are on display in his office. They cropped up during a conversation on #continuousimprovement. It’s the topic for the next article in my ‘3 of a Kind’ series. I learned a lot and some of the quotes I collected from the three contributors are already changing my behaviour. (Yes really!) Like I said, some sentences have staying power. I’d love to hear yours and the ways in which they keep you going. Many thanks as well, to Stephen Murphy and David Savage, for sharing their continuous improvement thoughts and sentences. And to Sam Baynham for connecting me to some of your #Conexportal community. I’ll let you know when the article is done. And if you're curious about '3 of a Kind', there's a link to the first article in the comments. #lean #kaizen #TheRichestConversations

My number 1 productivity HACK: Every Monday morning I ask myself “what would make this a GREAT week?” I write down no more than 3 things that need to happen to make this a great week and I work towards them. That’s it. No 2x2 matrix as prioritization tool. No color coding tasks on a giant list. No complex sorting of must-haves vs. nice-to-haves. Trust me, I’ve tried those too. But I’ve realized: The simpler the system, the more likely I will stick to it. Bonus: I don’t use to-do lists. What I do use is a NOT-to-do list. ↓ ↓ ↓ If you are bold enough to share your answer below, we will be your accountability partner for making this week a GREAT one! Data With Serena™️