Long-form thinking on AI as a daily tool.
20 entries
Treat CS Like a Product: Why Process Mapping and Documentation Must Precede Your AI Strategy
Despite its immense potential, AI integration can turn into a wasteful pursuit if not planned properly.
Nobody Needed That
Play all you want — but in a professional setting, most AI builds are solving problems that never existed.
The Commodification of Virtue: Why "Kindness" is a Systemic Failure, Not a Strategy
Analyzes the error of turning intrinsic human values into transactional business assets.
The Onboarding Mirage: Why Feature Tours Fail and How to Design for Customer Outcomes in the First 90 Days
The journey that leads customers to become loyal to your brand involves effective strategies and practices.
Surviving the Tech Winter
Why Narrow Specialists Are Being Replaced by "T-Shaped" Builders
From Trusted Advisor to Systems Architect: How AI Is Reshaping the CSM Career Path
Here's how the transformation might play out and what you can do to stay ahead.
Stop Asking, Start Prescribing: The ‘Outcome Architecture’ Framework for High-Performing CSMs
A prescriptive' approach champions the idea of proactive problem identification and solution recommendation for customers, rather than reactive firefighting. Using the Outcome…
Defining the ‘Human-Led’ Zone: Identifying Moments That Require Unfiltered Human Judgment in a Tech-First World
Paradoxically, the more technology advances, the greater the need for a human touch in the digital age.
Stop Blaming Customer Success for Churn
A C-Suite Guide to Why Churn is a Company-Wide Problem (And How to Fix It)
The Customer Success Burnout Cycle
How to escape the "do-it-all" trap with a focused strategy that aligns your team and drives sustainable growth.
Is Your GTM Enablement Scalable, or Just Barely Standing?
As your company expands, your GTM strategy can either become a powerful engine or a critical weakness. It's time to find out if you're building a mighty aqueduct or a rickety…
Adapting to AI and Evolving Customer Expectations in CS
As AI raises the bar for customer experience, is your team ready? This guide covers the key strategies and skills needed to build a future-proof customer success team.
Customer Success Management Needs a Hard Reset
A Customer-Centric Approach to Long-Term Success
Unlocking Expansion Revenue: The Power of Discovery in Customer Success
In a highly competitive business environment, understanding your customer's needs, journey, and value proposition holds the key to exceptional customer success.
Uncovering the Root Causes of Churn Through 5-Why Analysis
Because simply fixing the observable problems doesn't eliminate the root causes.
Stop Automating Broken Processes: A 3-Question Framework for Effective Customer Success Automation
Automation is a bit like a power tool.
The Essential Guide for Customer Success Managers
From People-Pleaser to Impactful Leader
Is This the Right Customer Success Role for You?
8 Key Indicators of a Fulfilling Career
From Junk Drawer to Revenue Driver: Defining the Purpose of Your Customer Success Team
How to define clear roles and transform your Customer Success team into a strategic, revenue-generating powerhouse.
Multi-threading for CSMs: De-risking Renewals & Driving Expansion
One crucial strategy gaining traction is the multi-threaded approach. Here's why and how you should apply it to drive your customer success management.
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