Author: Tom Sweeny

4.14.26 Read Time: 4 Mins

Support Has a Data Problem. Fix It First. Prove Value Next.

Most support teams have data. What they are missing is the business context that makes that data meaningful — and until that gap is closed, attribution is out of reach. …

4.9.26 Read Time: 4 Mins

Where We Are, Where We’re Going, and Why It Matters More Than Ever

Support must change now. We have been rooted in what we do and how we do it for so long that the kind of change support needs is difficult. But …

4.2.26 Read Time: 3 Mins

Not Every Battle Is Worth Fighting – Choose Carefully

Strategic support leadership advances when leaders decide which battles to engage — and which to leave untouched.

3.31.26 Read Time: 5 Mins

Do You Have the Right Data to Tell Support’s Story?

The right data does not just tell you what support does. It tells you what support is worth. This edition introduces the measurement stack that makes that story possible.

3.25.26 Read Time: 2 Mins

From Activity to Attribution: The Measurement Shift That Changes Everything

Most support teams can describe what support does. Few can prove what it is worth. This edition is about the data gap between activity metrics and attribution — and how …

3.23.26 Read Time: < 1

The Deflection Gap

More than 70% of customers attempt to use self-help, but only a third succeed. A look at why self-help and support content comes up short.

3.21.26 Read Time: < 1

The CCO Challenge: Retention in a Company Built for Acquisition

Companies are wired to acquire new customers not keep the ones they have. The proof is where business invest and where revenue comes from. A look at the numbers.

3.20.26 Read Time: < 1

Activity is visible. Impact is not.

Support reporting makes us look busy. Being busy is not enough. Being valuable is the goal and this requires proof.

3.18.26 Read Time: < 1

Risk to Relevance

A four-step roadmap showing how support leaders can use AI to create capacity, reallocate work to higher-value activities, prove business impact, and become indispensable to growth.

3.16.26 Read Time: 5 Mins

Risk to Relevance: The Support Leader’s Roadmap

The path to strategic support isn’t about AI deployment—it’s about proving attribution for the value you create today and reallocating resources to high-leverage work, so AI becomes a liberator of …

3.12.26 Read Time: < 1

AI’s Leadership Test

AI isn’t the real test for support leaders—what leaders choose to optimize with it is.

Read Time: 2 Mins

AI Use Cases for Support that Enhance Customer Value

Companies are deploying AI in support. Some are freeing their teams for complex work focused on delivering customer outcomes. Others are deflecting more cases, cutting costs, reducing headcount.

3.11.26 Read Time: < 1

What is the Focus of your AI Strategy?

Most AI strategies for support are focused on efficiency. This can be a problem, learn why.

3.10.26 Read Time: 2 Mins

AI Isn’t A Threat. How You Use It Is.

AI doesn’t replace support because it can do the work better. It replaces support positioned as doing work AI can do. This article examines the choice you’re making right now …

3.6.26 Read Time: 2 Mins

The Math Doesn’t Add Up: Why Companies Invest Like Acquisition Drives Growth When Retention Actually Does

Companies spend multiples more acquiring customers who generate a fraction of the revenue rather than retaining customers who generate most of it.

Read Time: < 1

Acquire or Retain

Most companies are structurally optimized to acquire customers, not keep them successful.

Read Time: < 1

Support Protects Revenue Every Day

Support helps customers overcome friction, drive adoption and spot patterns that predict churn.

Read Time: < 1

A Question for the CCO & CRO

Are you fully leveraging the intelligence sitting in your support organization?