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Oliver Buchannon
Jeff Breunsbach

I've been on the edge -- you know that edge between marketing, community and customer success. You see - I've focused my career into capturing attention and building engagement (with an emphasis on the customer). Early on, that was working with customers to understand their data -- making better decisions to add and retain customers. Right now, I'm focused on: - Sharing stories around marketing + community - Driving actionable ideas for Entrepreneurs/Founders/CEOs - Showcasing how community can be a part of your strategy

CS Operations

what if you couldn’t hire a single CSM?

Jan 4, 2026

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4 min read

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.

CS Operations

the 60/20/20 rule for CS operations

Dec 28, 2025

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3 min read

the 60/20/20 rule for CS operations

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

Leadership

+1

empathy isn’t a job 💚

Dec 7, 2025

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6 min read

empathy isn’t a job 💚

Empathy and relationships do matter. A lot. But only in the context of doing a specific job for the customer.

CS Operations

+1

your CSM:customer ratio is a trap

Oct 5, 2025

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4 min read

your CSM:customer ratio is a trap

The key to scaling CS isn't hiring more CSMs. It's time to break the linear growth model with a new team structure.

are your CSMs stuck in no-man’s land?

Sep 7, 2025

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4 min read

are your CSMs stuck in no-man’s land?

If your CSMs own 'health scores,' you have a problem. Why every CS team needs to own either revenue generation or revenue delivery.

stop optimizing. start eliminating.

Aug 17, 2025

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4 min read

stop optimizing. start eliminating.

Your CS Ops team might be making processes faster... that shouldn't exist at all. Let's talk about the difference between efficiency and effectiveness.

why your customers avoid getting help

Aug 10, 2025

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4 min read

why your customers avoid getting help

67% of customers try to solve problems themselves first. Here's how to build a support experience they'll actually seek out.

the unsexy audit

Jun 29, 2025

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4 min read

the unsexy audit

Most CS leaders assume their teams spend 60%+ of their time with customers. Is that true?

we bid Wednesday's adieu

Dec 18, 2024

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5 min read

we bid Wednesday's adieu

we're practicing the 98/2 rule

Pricing models are shifting, is your CS strategy?

Dec 11, 2024

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5 min read

Pricing models are shifting, is your CS strategy?

Pressure-testing your 2025 budget

Dec 4, 2024

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6 min read

Pressure-testing your 2025 budget

time to usher in a new era

Nov 27, 2024

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7 min read

time to usher in a new era

Is ARR really the best metric for you to follow?

Make it easier... or lose them

Nov 20, 2024

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5 min read

Make it easier... or lose them

AI distruption, PRD minset, and making it easier on customers

The problem with customer surveys

Nov 13, 2024

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5 min read

The problem with customer surveys

This week we dive into AI disruption, building advocacy in public and customer surveys

Scattered tools = scattered experience

Nov 12, 2024

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5 min read

Scattered tools = scattered experience

So much wisdom in 20 minutes that should've been illegal 🚨

Nov 3, 2024

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5 min read

So much wisdom in 20 minutes that should've been illegal 🚨

It Takes A Village ䷊

Nov 3, 2024

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5 min read

It Takes A Village ䷊

customer success 🔥

Oct 20, 2024

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9 min read

customer success 🔥

Grab the attention of your customers 🚨

Oct 16, 2024

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4 min read

Grab the attention of your customers 🚨

what is a cro 🤷‍♂️

Oct 13, 2024

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6 min read

what is a cro 🤷‍♂️

Everyone has the budget for AI 💸

Oct 9, 2024

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4 min read

Everyone has the budget for AI 💸

levering up ↗️

Oct 6, 2024

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5 min read

levering up ↗️

fixing one thing at a time 🔨

Oct 2, 2024

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5 min read

fixing one thing at a time 🔨

the game🃏

Sep 29, 2024

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8 min read

the game🃏

Are you making your buyers say "HELL YES"?

Sep 25, 2024

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5 min read

Are you making your buyers say "HELL YES"?

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See you in your inbox this Sunday

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