PERSPECTIVES & INSIGHTS

Ideas for the
operator's agenda.

Practical thinking on recurring revenue, customer economics, AI and the operating models that make growth repeatable.

SELECTED IDEAS

What I believe about running the post-sales business.

A selection of operating ideas that connect customer outcomes, recurring revenue, service economics and execution.

01 / OPERATING PHILOSOPHY

Operators are underrated.

Strategy creates direction. Operators turn it into decisions, routines and repeatable outcomes. Enterprise value depends on both.

Explore the operating disciplines ↗

02 / RETENTION

GRR is an operating discipline, not just a renewal metric.

Retention is shaped by product value, service performance, customer economics and early intervention. Renewal is the outcome, not the process.

Explore retention thinking ↗

03 / EXPANSION

NRR begins with the base.

Expansion is more durable when customers are succeeding, adoption is growing and the organisation has a repeatable way to act on readiness signals.

Explore expansion thinking ↗

04 / AI

AI agents should automate work, not accountability.

Automation can remove effort and improve decisions. It does not remove the need for a named person who owns the customer outcome.

Read the AI perspective ↗

05 / SERVICE ECONOMICS

Cost-to-serve is a segment problem. Averages hide it.

Different customers create different demand, value and complexity. The operating model should reflect those differences.

Explore service economics ↗

06 / GLOBAL DELIVERY

Offshoring works when the operating model moves too.

Move process ownership, skills, knowledge, decision rights and quality controls with the work. Location arbitrage alone is fragile.

Explore global delivery thinking ↗

07 / VALUE CREATION

Durable growth is built after the sale.

Growth becomes more valuable when customer value is retained, expansion is earned and service economics improve together.

Read the ten operating questions ↗

ALL PERSPECTIVESPUBLISHED PERSPECTIVES

APRIL 2025

If Your Support Team Clocks Out, So Do Your Customers.

Service coverage and customer trust are connected. The operating model must reflect that reality.

Read perspective ↗

APRIL 2025

Your Customer Health Score is Lying to You

A score is useful only when it reflects the right signals and leads to action.

Read perspective ↗

JUNE 2024

GRR vs. NRR: The Ultimate Duo for SaaS Business Health

Two related measures. Different questions about the durability and growth of recurring revenue.

Read perspective ↗

Ideas for theoperator's agenda.

What I believe about running the post-sales business.

Operators are underrated.

GRR is an operating discipline, not just a renewal metric.

NRR begins with the base.

AI agents should automate work, not accountability.

Cost-to-serve is a segment problem. Averages hide it.

Offshoring works when the operating model moves too.

Durable growth is built after the sale.

If Your Support Team Clocks Out, So Do Your Customers.

Your Customer Health Score is Lying to You

GRR vs. NRR: The Ultimate Duo for SaaS Business Health

Ideas for the
operator's agenda.