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“It is a quiet form of micromanagement to play the hero over and over.”

Jason Graham

The Work We Won’t Let Our Teams Do

September 3, 2025

“It is a quiet form of micromanagement to play the hero over and over.”

Jason Graham

The Work We Won’t Let Our Teams Do

September 3, 2025

“It is a quiet form of micromanagement to play the hero over and over.”

Jason Graham

Sep 3, 2025

“It is a quiet form of micromanagement to play the hero over and over.”

Jason Graham

The Work We Won’t Let Our Teams Do

September 3, 2025

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Through the Lens

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Through the Lens

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Perspective

Learning to Love AI—and Getting it to Love You Back

Learning to Love AI—and Getting it to Love You Back

Learning to Love AI—and Getting it to Love You Back

Learning to Love AI—and Getting it to Love You Back

How to Treat Your New Colleague—The LLM

How to Treat Your New Colleague—The LLM

How to Treat Your New Colleague—The LLM

How to Treat Your New Colleague—The LLM

SaaS Buyers Are Online Shoppers

SaaS Buyers Are Online Shoppers

SaaS Buyers Are Online Shoppers

SaaS Buyers Are Online Shoppers

The Real Job of Customer Success Isn’t Support—It’s Translation

The Real Job of Customer Success Isn’t Support—It’s Translation

The Real Job of Customer Success Isn’t Support—It’s Translation

The Real Job of Customer Success Isn’t Support—It’s Translation

The Feedback Loop: How CS and Product Actually Close the Gap

The Feedback Loop: How CS and Product Actually Close the Gap

The Feedback Loop: How CS and Product Actually Close the Gap

The Feedback Loop: How CS and Product Actually Close the Gap

When Customer Success Shapes the Roadmap (and When It Shouldn’t)

When Customer Success Shapes the Roadmap (and When It Shouldn’t)

When Customer Success Shapes the Roadmap (and When It Shouldn’t)

When Customer Success Shapes the Roadmap (and When It Shouldn’t)

Redefining Feature Adoption: From Usage to Value

Redefining Feature Adoption: From Usage to Value

Redefining Feature Adoption: From Usage to Value

Redefining Feature Adoption: From Usage to Value

The Work We Won’t Let Our Teams Do

The Work We Won’t Let Our Teams Do

The Work We Won’t Let Our Teams Do

The Work We Won’t Let Our Teams Do

The Next Generation of Enterprise Systems

The Next Generation of Enterprise Systems

The Next Generation of Enterprise Systems

The Next Generation of Enterprise Systems

What Product Can Learn From CS (and Vice Versa)

What Product Can Learn From CS (and Vice Versa)

What Product Can Learn From CS (and Vice Versa)

What Product Can Learn From CS (and Vice Versa)

Defining Value Isn’t One Conversation

Defining Value Isn’t One Conversation

Defining Value Isn’t One Conversation

Defining Value Isn’t One Conversation

Wearing Two Hats

Wearing Two Hats

Wearing Two Hats

Wearing Two Hats

The Infinite Frontier

The Infinite Frontier

The Infinite Frontier

The Infinite Frontier

Planhat is Named a Leader by Gartner and IDC

Planhat is Named a Leader by Gartner and IDC

Planhat is Named a Leader by Gartner and IDC

Planhat is Named a Leader by Gartner and IDC

“What's In It for Me?”

“What's In It for Me?”

“What's In It for Me?”

“What's In It for Me?”

Reflecting on Planhat Open

Reflecting on Planhat Open

Reflecting on Planhat Open

Reflecting on Planhat Open

Combining Intuitiveness and Power

Combining Intuitiveness and Power

Combining Intuitiveness and Power

Combining Intuitiveness and Power

Store of Stores

Store of Stores

Store of Stores

Store of Stores

The Stockholm Years

The Stockholm Years

The Stockholm Years

The Stockholm Years

It's Worth the Risk: Managing and Identifying Risk in CS

It's Worth the Risk: Managing and Identifying Risk in CS

It's Worth the Risk: Managing and Identifying Risk in CS