Archive

The Attribution Abyss

The CSM Metric Mirage

Why you are flying blind and how to get past it.

Inside the CSM Identity Crisis 1:

Where things start going wrong.

The Most Dangerous Customer

Why smart CSMs mistake engagement for progress.

The Champion Test

How to prevent your renewals from falling apart.

Does CSM have a future?

Staying relevant in the AI era.

What's the ROI of CSM?

The one question that remains unanswered

Renewal Negotiator vs. Renewal Architect

Same goal, different results.

The Discovery Gap

Why most customer relationships are built on sand.

The Impact Gap

How to make your work visible and your impact undeniable.