why point solutions are dying

Core platforms will survive. But point solutions are about to suffer at the hands of AI.

the “Frankenstein” role is dead

The traditional CSM role is obsolete. Here is the math on why it's failing and what should replace it.

“tell me about a time you disagreed with the CEO”

This simple question reveals if a candidate has the judgment to protect the customer and the business.

Is CCO the new COO?

what if you couldn’t hire a single CSM?

This one radical question forces you to build success into your company's DNA, rather than just hiring more people.

how to scale trust

Scaling isn't just about automation. Discover how to strategically deploy tech & people to build trust across all segments.

the 60/20/20 rule for CS operations

A simple framework to balance Ad Hoc fires, Strategic Roadmaps, and 'Running the Business.'

stop calling your CSMs “support”

If you introduce them as 'white-glove support,' don't be surprised when they get treated like a help desk.

stop doing the “dirty work” for free

Customers will pay you to do the things they can't or won't do. Here are 4 service offerings you can launch today.

digital is a strategy (not a department)

Move beyond "being proactive." How to use AI models and agents to future-proof your retention.