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Frameworks, playbooks, and diagnostics drawn from our client engagements — free to download. Each one is designed to be used in a working session with your team, not bookmarked and forgotten.
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In-depth writing on the topics this practice works in every day. Filter by area or browse the full library.
AI
AI consulting trends for the next 24 months
The hype cycle is consolidating. Here is what serious AI consulting will look like through 2027 — and what to watch out for.
AI adoption frameworks: from pilot to operating model
Pilots are easy. Operating models are hard. The gap between them is where most AI programs quietly die.
Building an AI governance model your CISO will sign off on
Governance done well is enablement. Governance done badly is theatre. Here is how to design the first kind.
Customer Success
AI in Customer Success: from health scoring to proactive intervention
Most CS teams have a dashboard. Few have a system that triggers the right play at the right time. Here is how to build one.
The future of Customer Success in an AI-native world
AI is not replacing CSMs. It is rewriting what 'high-leverage CS work' looks like. Here is the operating model leaders should be building toward.
Customer retention math: where to invest your next dollar
Retention is not one problem. It is four. The right investment depends on where the leak actually is.
Revenue Operations
Revenue Operations as a strategic discipline, not a back-office function
If your RevOps team is mostly building reports, you are leaving the highest-leverage work on the table.
Forecasting accuracy: the operating habits that move the needle
You cannot model your way to forecast accuracy if the underlying inputs are noisy. Start with the operating habits.
The CS-RevOps alignment problem (and a way to fix it)
CS owns the customer. RevOps owns the system. The fact that those are different sentences is the entire problem.
Automation
A practical framework for evaluating business automation opportunities
Not every painful workflow is the right first one to automate. Here is the four-dimensional triage we use in client engagements.
The economics of internal automation: where ROI hides
Automation ROI does not live where most teams look. Here is where it actually hides.
Transformation
Customer experience design beyond the funnel
The funnel ends at purchase. The experience does not. Here is how to design for the journey that actually drives retention and advocacy.
SaaS growth in a post-zero-interest-rate world
Growth-at-all-costs is over. The teams compounding now are the ones who internalised the new unit economics two years ago.
Digital transformation: why most programs stall, and how to keep yours moving
Transformations rarely fail because the strategy was wrong. They fail because the operating system around the strategy gave up first.
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