Point of View

Proving the Negative: CS in Cybersecurity, with Wiz and Planhat

Tales of the Scoreboard

The Hardest Product Decisions Are the Ones Your Best Customers Ask For

AI Can Build the Feature. It Still Can’t Choose the Problem.

How to Buy Technology—The Right Way

The Customer Asset Manager

Outcomes Are the New Contract

Execution Is a Leadership Discipline

Crafting Success Plans That Actually Deliver

From Loyalty to Leverage

Why Your Customer Collaboration is Broken

The Rise of the Forward-Deployed CSM

Customer Success as Product Strategy

Vertical AI and the Rise of Embedded CS

Serving an Exploding Customer Base

When Founders Lead CS, Operators Translate

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

How to Treat Your New Colleague—The LLM

SaaS Buyers Are Online Shoppers

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

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

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

Redefining Feature Adoption: From Usage to Value

The Work We Won’t Let Our Teams Do

The Next Generation of Enterprise Systems

What Product Can Learn From CS (and Vice Versa)

Defining Value Isn’t One Conversation

Wearing Two Hats

The Infinite Frontier

Planhat is Named a Leader by Gartner and IDC

“What's In It for Me?”

Reflecting on Planhat Open

Store of Stores

Combining Intuitiveness and Power

The Stockholm Years

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

Working Effectively as I Try to Be Successful

Effectuation and a CRM for Strategies