customer success
- AI Strategy (315)
- Generative AI (106)
- IT Leadership (33)
- Leadership (76)
- Product Management (344)
- Product Management Leadership (306)
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AI Churn Prediction: From Risk Scores to Retention Action
A practical operating model for defining churn risk, routing interventions, choosing whether to build or buy, and proving retention impact.
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How to Run Customer-Facing AI Implementations That Scale
A practical operating model for turning vague customer AI requests into safe production deployments without creating a permanent custom-work queue.
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From Amplitude Adoption to Customer Value: A Leadership Model
Build a customer value model that connects Amplitude behavior data to business outcomes, credible claims, and clear leadership decisions.
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How Cohort Retention Analysis Turns Churn Into Action
Learn how to define useful customer cohorts, interpret retention differences carefully, and convert churn signals into focused product decisions.
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From Static Scores to Adaptive Customer Health Intelligence
A practical framework for turning customer health from a lagging score into an adaptive system connecting behavior, context, and timely action.
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Beyond Black‑Box Scores: Custom AI That Elevates Trust & Safety Without Burnout
Off-the-shelf moderation scores miss nuance and force teams into painful manual review. In this episode, I explore how Musubi blends traditional ML with LLMs, policy optimizers,…
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Old-School Selling Beats PLG in the AI Era: My GTM Playbook for 8‑Day Enterprise Deals
Old-school, in-person selling still beats product-led motions in the AI era because enterprise buyers reward teams who show up and de-risk change. I share how to…
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Behavioral Customer Data for Proactive SaaS Retention
Learn how to turn behavioral customer data into clear risk reasons, timely retention plays, and a weekly product and customer success operating loop.
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Our Operating Model Is the Product—Why We Built Product Partners to Accelerate Outcomes
Customers don’t just buy features—they buy the way we work. That’s why we built Product Partners: to codify an operating model that unites product strategy, continuous…
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How to Build a SaaS Retention and Expansion System
Build a closed-loop SaaS system that turns product, support, CRM, and billing signals into measurable retention and expansion playbooks.
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Churn Prediction: A Practical Build-Versus-Buy Framework
A practical framework for choosing build, buy, or hybrid churn prediction based on speed, proprietary data, activation, talent, and total cost.
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Commercial vs. Internal Products: Hard Truths, High Leverage, and How I Make the Call
Internal products quietly drive customer experience, margin, and speed—yet they’re often underfunded. Commercial products expand scope with positioning, pricing, and GTM complexity, making them harder to…
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5 powerful ways I use Pendo MCP to bring product analytics into ChatGPT, Claude, and Cursor
Pendo MCP brings product analytics directly into Claude, ChatGPT, and Cursor, so insights follow me wherever I work. I can triage anomalies, prep discovery with behavioral…
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How We Automated 81% of Customer Support with AI—While Uplifting CX, Speed, and ROI
Automating 81% of support with AI didn’t happen by accident—it required an AI-first strategy, tight knowledge management, and rigorous conversation design. By deploying Fin across our…
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How Customer Success Builds a Repeatable NRR Expansion Engine
A practical operating model for turning onboarding, adoption, risk signals, and product usage into durable retention and well-timed expansion.
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How to Build an AI-Powered SaaS Customer Lifecycle
A practical model for using AI across SaaS onboarding, support, retention, and expansion without fragmenting data, ownership, or trust.
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Build a Repeatable Startup GTM: Positioning, Sales, Pricing
A practical sequence for sharpening your ICP, running founder-led sales, structuring pilots, choosing a pricing model, and scaling GTM with evidence.
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How to Build a Narrative-Led GTM and Customer Growth Engine
A practical system for turning one customer-backed narrative into clearer positioning, faster activation, durable retention, and credible expansion.
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Enterprise GTM: Build One System From Pipeline to Expansion
A practical operating model for connecting qualification, champions, pilots, onboarding, value realization, renewal, and enterprise expansion.
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Browse topics
- AI Strategy (315)
- Generative AI (106)
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- Product Management (344)
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