18 KCS resources to bookmark ASAP
When I worked in HubSpot Support, the real superstars weren’t just the reps who could crush fifty cases a day. The ones I admired most were the team members who built deep expertise and product knowledge, and that’s what knowledge-centered support (KCS) is all about. Knowledge-centered support is a methodology focused on capturing, structuring, sharing,…
Survivorship bias in business and sales: Learning from what we don’t see
Early on in my sales career, I landed a big (at the time) deal after cold emailing about 30 prospects using a certain template. That one win had me convinced I’d cracked the code. I believed if the messaging worked for me once, it would work over and over, which is why it took me…
4 sales prospecting tips that helped me hit quota 3 months in a row
When I started in B2B sales and my real phone sales prospecting journey began, I quickly realized I was lost. I was overwhelmed with the process of identifying the right industries, customer profiles, and decision-makers — not to mention finding the best phone number and email addresses to reach the prospect. I knew prospecting was…
How to create a survey in Excel, Word, Google, Facebook, & SurveyMonkey
If you want to learn how to build a survey, the most important thing to know is that an excellent survey respects your time. It should be succinct, ask the right questions, and provide valuable insights. As a respondent, I’m quick to bail if a survey is too long, confusing, and repetitive. If you want…
The SEO-friendly knowledge base — Why making your help pages searchable matters
An SEO knowledge base does everything a typical knowledge base does and more. It supports customers, ranks in Google, brings new traffic to your site, and builds your E-E-A-T. It’s tempting to de-index knowledge bases because they interfere with SEO, complicating keyword maps, impacting rankings, and causing cannibalization. But, done right, they’re a powerful SEO…
11 Ways Sales Job Seekers Can Stand Out, According to Recruiters and Sales Leaders
As a business owner, sales isn’t just a job — it’s baked into everything I do. Pitching clients, negotiating partnerships, growing a network. You can’t escape it. And if you’re looking for a sales role? Same story. The job market is crammed with candidates all claiming to be “results-driven” and “customer-focused.” But recruiters and…
12 reasons to build a customer education program
Customers today want more than just products. We’re looking for solutions that work and experiences that are easy. And once we have the product, we want to get good at using it — quickly. This isn’t just a hunch of mine: an impressive 81% of customers try to solve issues themselves before they even think…
12 reasons to build a customer education program
Customers today want more than just products. We’re looking for solutions that work and experiences that are easy. And once we have the product, we want to get good at using it — quickly. This isn’t just a hunch of mine: an impressive 81% of customers try to solve issues themselves before they even think…
I tested FAQ software — here are my favorites
I’ve learned firsthand how essential effective FAQ software is for smooth business operations. I was working with a classic VC-funded startup, Dapper Labs, and we were expanding rapidly. Our product evolved daily, and our excellent support team was overwhelmed. The cause? The same recurring questions: “How do I navigate this feature?” “When is the next…
I tested FAQ software — here are my favorites
I’ve learned firsthand how essential effective FAQ software is for smooth business operations. I was working with a classic VC-funded startup, Dapper Labs, and we were expanding rapidly. Our product evolved daily, and our excellent support team was overwhelmed. The cause? The same recurring questions: “How do I navigate this feature?” “When is the next…
