Posts on Customer Success, AI, and systems.

I don't publish long-form on this site — everything goes out through two newsletters instead. Here's a sample of what's over there.

What Customer Success actually looks like from inside the job

• Customers Don't Ghost You. They Render a Verdict. CS Pulse
• NPS Has Zero Correlation to Churn. 265,000 Companies. Zero. CS Pulse
• Your Customer Is Green. They're Also Canceling. CS Pulse