Customer friction is now a capital problem. It surfaces faster than your org can see it.
This is where I think through what that means for retention, the board, and the decisions that protect both.
Featured Resources
EXECUTIVE BRIEF
Retention as Capital Credibility
When your metrics still look stable but board conversations feel heavier, the signal has already shifted. This brief maps where retention pressure surfaces first and what it reveals about leadership credibility before performance forces the issue.
ARTICLE
Seven Roles, One Number
The architecture behind the most loyal fandom in the world.
ARTICLE
Planning Feels Harder Because Consequences Accelerated
Why confidence dropped even as data improved, and what to do about it.
Articles & Thinking
What I'm seeing across hundreds of companies and what it means for yours. Retention patterns, growth blockers, and the gaps between what boards ask for and what operators deliver.
RESOURCES
In conversation with Jim Kalbach
A closer look at jobs-to-be-done thinking applied to customer success — across a guide, an interview, and a recorded conversation.
Your Board Thinks You Have a Retention Problem. You Actually Have a Translation Problem
ARTICLE
Boards and operators are often both right. They are rarely solving the same problem. When the definitions of success don't align across board, operator, and customer, the gap compounds quietly until it surfaces somewhere expensive. What's actually driving the disconnect, and what are the moves to start closing it.
AI Broke Growth Funnels. Customers Carry It
ARTICLE
How to turn customer moments into viral distribution when organic search stalls.
CSuiteCX Insights
Newsletter
Short-form insights on retention, growth diagnosis, and closing the gap between what boards ask for and what operators deliver. For leaders navigating decisions where getting it wrong compounds fast.