Two types of retention plus one strategy and four examples in the real world.

October 2022

Funnels are "icky." Here's why and how to use customer journeys to solve for the same business needs.
Some tactics for correlating support work with specific results for the bottom line of the business.

August 2022

Tactics for translating numbers so you can build your case. Also, "a billion" is bigger than you think.

June 2022

Everyone's talking but no one hears the same thing.
Juicy problems lure us into problem solving. But, what if the right move is to do...nothing?

May 2022

Ideas around giving away your job, scaling yourself, and investing in the success of those around you.
Placing strategy bets and building confidence that you're heading in the right direction
The fundamental cycle that keeps every business unit running

April 2022

Some of what I've learned from the books I've read thus far this year
Because they deserve someone on their side advocating and sponsoring them along the way
Slapping a definition on the term and applying it to a real-life situation of modeling Support volume.