Category: Insights

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 …

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.

3.10.26 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.

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Acquire or Retain

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

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Support Protects Revenue Every Day

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

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A Question for the CCO & CRO

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

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Support Leadership Is A Choice

Build the credibility that makes the strategic relevance of support undeniable.

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Support: Strategic vs. Tactical

Support has two levers to achieve strategic relevance. Most teams remain stuck in tactical execution.

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Support Leaders: 30 Years. Same Problems

Support is stuck: first to be cut, fighting for resources, measured on activity instead of impact.

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Block’s Chopping Block

Block’s stock jumped after announcing 40-50% staff cuts—justified by AI-driven productivity gains

1.6.26 Read Time: 2 Mins

Five Support Resolutions for the New Year

Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.

6.23.25 Read Time: < 1

The SCI is the Limit

Learn how to connect the effort of Support teams to the value they deliver to the business.

5.27.25 Read Time: 3 Mins

Measuring the True Impact of Support on Business Outcomes

Learn how to connect the effort of Support teams to the value they deliver to the business.

3.12.25 Read Time: 3 Mins

How to Calculate a Customer Health Score: Metrics, Methods, and Best Practices

This article outlines how to build and operationalize a customer health score.

2.28.25 Read Time: 2 Mins

Support Efficiency Metrics

Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.

2.20.25 Read Time: 2 Mins

Optimize Support Efficiency with the Right Customer Engagement Strategy

Support delivery efficiency requires the optimized use of multiple support engagement methods. This article introduces Support engagement use cases to optimize support efficiency.

5.1.24 Read Time: 2 Mins

Support Contribution Value Chain

Learn how the Support Contribution Value Chain contributes to measuring Support’s contribution to business outcomes.