Ascending the customer service pyramid for AI/Agents What’s your first response when you see a service interruption or lapse as a customer? As a process nerd, one thing that often comes to mind is whether the service lapse happened because…
Photo by Roger Ce on Unsplash I want to build a time machine. Let me be more specific. I want to create a log of events that’s so good it identifies the events that are very likely to predict churn.…
An example of the Market Map concept, applied to the CRM market Choosing Software is … complicated In a perfect world, selecting your next software tool to solve a problem is easy! Your need is well-defined, you know all of…
Two-player mode in Old School Rally Thanks for reading! Let me know if there’s a topic you’d like me to cover. The promise of no-code and low-code tools is compelling. We want to democratize software development and make it accessible…
This is only one facet of the problems you run into when you don’t build internal tooling — the team creates what they need and runs with it Why waiting for perfect software is slowing your team down You’ve seen…
Photo by Stephen Phillips – Hostreviews.co.uk on Unsplash What makes a perfect Slack message? No, I’m not talking about a dunk, reaction gif, or pranks like faking a typing indicator with a bot so that people are typing… appears constantly.…
Why isn’t this sort of functionality easy to create everywhere? One of the biggest challenges to obtaining a full view of the customer is that the system you are viewing probably doesn’t have access to the important milestones of a…
It takes an average of 23 minutes to recover from an interruption. Have you experienced that feeling of “what was I doing” after being interrupted mid-task? Perhaps you were cooking dinner, your phone buzzed with a text, and then someone…
Photo by Brett Jordan on Unsplash A (very) smart person recently shared feedback with me that was brief, accurate, and telling. He suggested: “when you have big ideas, start with smaller words and bring people along for the ride.” This…
