Insights
Thinking for leaders who own recurring revenue.
Frameworks, perspectives and practical guidance on Customer Success, go-to-market strategy, retention and the operating models that connect them.
Featured insight
Customer Success as a revenue function: what actually has to change
Moving Customer Success from a cost center to a revenue function is less about titles and quotas and more about charter, segmentation and the metrics leadership trusts.
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Showing 7 insights
Your ICP should be defined by who stays, not just who buys
Most ideal customer profiles are built from closed-won data. Building them from retention and expansion outcomes changes which deals you pursue.
Read framework Published October 7, 2026Decomposing net revenue retention into drivers you can manage
NRR is a lagging, blended metric. Breaking it into its component drivers is the first step to improving it deliberately.
Read framework Published September 23, 2026Why 'budget' is not a churn reason, and how to build a better taxonomy
Generic churn reasons hide root causes. A structured churn taxonomy helps teams learn from every loss and prevent the next one.
Read article Published September 9, 2026Designing onboarding around time-to-value
Onboarding that is organized around tasks completes projects. Onboarding organized around value creates customers who adopt and renew.
Read framework Published August 26, 2026The Sales-to-CS handoff is a revenue process. Treat it like one.
Context lost between Sales and Customer Success is one of the most common sources of early-life churn. Here is how to design a handoff that holds.
Read article Published August 12, 2026AI in Customer Success: a practical roadmap for leaders
AI can expand CSM capacity and improve customer insight, but only when use cases, data readiness and governance are addressed together.
Read perspective Published July 29, 2026Building a customer health score your team will actually trust
Health scores fail when they are built on assumptions rather than evidence. A practical approach to designing, validating and maintaining a predictive model.
Read framework Published July 15, 2026
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