The advice I gave on this 2024 podcast matches my current argument that we should listen to AI resisters.

Question: “You’re trying something new. How long do you give it, and how do you know when to pull the plug? What is the information you’re looking for to see if it’s successful? And how do you pull the plug so people don’t have hurt feelings?”

What my answer.

Host an awards show to recognize your customers.

Two critical metrics to align:

1. Your customer’s success metrics to the buyer’s budget.

2. Your team’s success metrics to your company’s goals.

I led the customer post-sales function at a B2B software company.

From kickoff and implementation to renewal and expansion, my teams owned the customer experience and business results. If you’re in this position, you feel deeply how your teams are at the center of the business.