Most customer health scores miss the mark — either oversimplified or packed with data that doesn’t drive action. In this post, we break down how to build a health score that actually reflects customer sentiment, behavior, and risk. From CSAT to product usage and renewal timing, learn what to track and how to turn insight into impact.

Many companies still rely on Net Promoter Score (NPS) to gauge customer satisfaction — but in today’s support-driven landscape, NPS can blur the line between product issues and service quality. This article explores a smarter alternative: a two-question CSAT survey that separates the customer’s experience with support from their broader sentiment about your product. Learn how this simple shift can lead to more accurate data, fairer agent evaluations, and better customer insights.

As AI reshapes the future of work, education, and communication, our children are at a critical crossroads. Those who learn to interact with AI early will be equipped to thrive—while those who don’t may struggle to catch up. But with traditional schools slow to adapt, it’s up to parents to bridge the gap. This article explores why introducing your child to AI now isn't just smart—it's essential—and how doing so can unlock personalized learning, build lifelong problem-solving skills, and ensure they’re ready for a rapidly evolving world.

Don’t let your support team become unpaid developers.
If you offer customizable software or hardware, you've likely felt the pain: resellers and power users push your product beyond documented limits—then call support when it breaks.

In this guide, I share the strategy I give execs weekly: how to protect your support, engineering, and DevOps teams from being dragged into the chaos of undocumented customizations.

🔧 Core support boundaries
💼 Paid professional services
📉 The hidden cost to engineering
📊 Tactics for tracking and enforcing customization scope

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#TechSupportStrategy #SaaSOperations #CustomerSuccess #SupportScalability #ProductLeadership #CXStrategy #DevOps #SupportOps

The IP Illusion

Intellectual property was already falling apart.
Napster cracked it.
Google redefined it.
China ignored it.
And AI just bulldozed what was left.

You can’t copyright a neural network’s “inspiration.” You can’t sue your way back to relevance. We need to build smarter, not slower.