THOUGHTS, OBSERVATIONS & IDEAS
Customer Success, With Empathy.
A collection of thoughts on customer relationships, enterprise technology, leadership, AI and the human side of business transformation.
These are perspectives shaped by more than 25 years of working with customers, technology teams and business leaders.
The goal isn’t to offer another playbook full of buzzwords. It’s to question familiar approaches and explore how we can create better outcomes for the people and organisations we work with.
Customer Success · Customer Experience · Enterprise Relationships · AI & Digital Transformation · Leadership & Collaboration
Customer Success
Customer Success Is Not Customer Happiness.
Why making customers happy and helping them succeed are not always the same thing.
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Enterprise Relationships
Stop Reviewing Invoices. Start Discussing Value.
How customer governance can move beyond financial reconciliation and become a strategic conversation.
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Customer Experience
The Human Side of Customer Escalations.
Why listening, ownership and transparency matter when a customer relationship becomes difficult.
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On the horizon
Coming soon
Your Customer’s Product Has a Life Beyond Go-Live.
Coming soon
When Saying No Is Actually Good Customer Success.
Coming soon
Technology Doesn’t Transform Businesses. People Do.
Coming soon
AI Is a Feature. But What Is the Business Problem?
Coming soon
The Difference Between Managing an Account and Owning a Relationship.
Coming soon
The Customer’s Voice Should Not Stop at the Sales Handover.
Have a different perspective?
I’d love to hear how other leaders are thinking about customer success, enterprise relationships and the future of technology.
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