Blog : Strategy
7.15.26 Read Time: 8 Mins
Most support organizations serve 80% of their customers identically — regardless of growth trajectory, renewal risk, or future potential. The Customer Topography Map reveals the four customer terrains hiding inside …
6.24.26 Read Time: 6 Mins
Leading support into the future takes two things most leaders never honestly assess: the agency to act and the mandate to matter. Here’s a way to find out where you …
6.17.26 Read Time: 4 Mins
The capability of support is not in doubt. What is missing is a definition of support’s strategic purpose.
6.11.26 Read Time: < 1
“Support.” The word itself is an obstacle. It comes with predefined perceptions for everyone: reactive, tactical, fix-what’s-broken, the place you go when something fails. The name is the cage that …
5.27.26 Read Time: 3 Mins
AI is not saving support. It is exposing what support is actually worth to the business — and placing the burden squarely on support leaders to determine which direction that …
4.27.26 Read Time: 2 Mins
Sustainable AI success in support is not an initiative. It is the result of intentional leadership applied consistently across five dimensions.
4.9.26 Read Time: 4 Mins
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
Strategic support leadership advances when leaders decide which battles to engage — and which to leave untouched.
3.21.26 Read Time: < 1
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.
3.18.26 Read Time: < 1
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.
3.12.26 Read Time: < 1
AI isn’t the real test for support leaders—what leaders choose to optimize with it is.
3.1.26 Read Time: < 1
1.6.26 Read Time: 2 Mins
Explore pivotal Support resolutions to help ensure you’re focusing in the right areas.
11.5.25 Read Time: 3 Mins
This article introduces a simple framework CX and business leaders can use to assess where their efforts truly stand—and to evaluate how effectively Support and Success teams are contributing to …
3.15.24 Read Time: 2 Mins
Service teams are shifting their focus to the attainment of strategic outcomes.
4.19.23 Read Time: 2 Mins
Companies that attach services to their core products, professional services firms, and companies that sell their products as-a-service need to be aware of revenue recognition standard (ASC 606).
3.9.23 Read Time: 2 Mins
Support funding levels range dramatically based on many factors including the size of the company, the type of product being sold and the rate of growth of the company or …
2.10.23 Read Time: 5 Mins
As we embrace Customer Success it is imperative that we have a shared understanding about what Customer Success is and is not.
