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Predicting AI Was Not the Problem. Preparing for It Was.
Key distinction: The gap between knowing AI is coming and strategizing for it. We had the roadmap; the risk was not being able to connect the dots. We Had the Roadmap. We Just Didn’t Use It. In 2016, Ajay Agrawal and co-authors published a piece in HBR called The Simple Economics of Machine Intelligence. The core argument was almost disarmingly simple:…
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Being a VP: Moving from Doing to Transforming
“We have too many VPs acting like directors — they are overpaid and ineffective for what they produce.” Someone said that to me early in my career. It landed hard. Not because it was harsh, but because I could picture exactly who they meant. The VP role is genuinely ambiguous. Most people who get promoted…
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Product Usage Data Strategy (A Nerd’s View)
“We have data gaps preventing us from knowing what our customers are doing. We have some manual workarounds, but we are flying pretty blind.” I hear this all the time. I’ve dealt with it at every startup I’ve ever worked and almost every one I’ve consulted with. In this post, I want to share the…
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Evaluating Your (Nonexistent) Tech Stack
I recently gave a webinar and a follow-up question was “We’ve had CS for a while but now need to take a closer eye at our tech stack. We have a CRM, no one dedicated to CS Ops, and no CSM tool. What do we do?” From there, sit with these considerations: A Project Plan should incorporate at…
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Proficient CS Ops Begins With Clear Ownership Responsibilities
Fresh eyes: help to see things anew. Sometimes when we are so close to something, we cannot see it for what it is. Or we get so into the details that we can miss what’s important: what does CS Ops actually do and what are their responsibilities? We can’t see the forest from the tr—I…
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Jeff Beaumont 