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The traditional CSM role is obsolete.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.

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.

that “green” account might be churning...

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

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.