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The traditional CSM role is obsolete.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?

how to scale trust

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

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.

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.

product dev has it. you need it.

25 years into SaaS, most CS teams still can't access the product data they need. Here are the 3 massive costs of this disconnect.

are you playing the wrong game?

Your strategy might be perfect for customers but wrong for your owners. How to align your CS playbook with your company's financial reality.

how to prove your CS team isn’t a cost center

This simple metric provides a tangible way for CS to contribute to growth and prove its ROI to the board.

why your “catch-all” CSM is killing your scale

The 'jack-of-all-trades' CSM is a liability as you grow. Here's how to refocus the role for impact.

that “green” account might be churning...

Why automated health scores are failing enterprise CS teams and what metrics truly matter for forecasting.

forget roles. focus on expertise.

Stop focusing on org charts. Discover the four essential categories of expertise your customers need to succeed.

what’s your team’s “Top 5”? (ask them!)

Information gets watered down. Discover a surprisingly simple way to get unfiltered insights from your CS team.

it’s not about your product

Your CS team knows your product inside and out. But that might be the problem. Here's what they're missing.

stop automating everything

The push for tech-touch is causing leaders to abandon what works. Discover the high-touch motions that still drive elite retention.