Ironically, an AI generated image to prove the point: where can we add value? As AI capabilities rapidly close the gap on what only humans could do, I leaned on these insights from Toni Cowan-Brown and Benedict Evans on *Another Podcast* to guide my thinking. Give it a listen: AI and SaaS. “I hadn’t thought ofContinueContinue reading “Don’t out think AI. Out human AI.”
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Predictive, Gen, Agentic AI – Reflections on Intelligence
Years ago, I read the Harvard Business Review article titled The Simple Economics of Machine Intelligence and I wrote a Customer Success-oriented post called Where is The Future Going, Anyway? (For your sake, read the HBR article) The HBR article is dated 2016 — well before AI has become as mainstream in advertisement, daily adoption,ContinueContinue reading “Predictive, Gen, Agentic AI – Reflections on Intelligence”
Being a VP. Moving from doing to transforming
I — along with others — have often wondered “What does it mean to be a VP at a company?” Others have felt the sentiment “That VP is doing director-level work. They are ineffective at their responsibilities.” That last one is especially concerning. But there’s also an oft-missed component of being a great VP. The roleContinueContinue reading “Being a VP. Moving from doing to transforming”
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 theContinueContinue reading “Product Usage Data Strategy (A Nerd’s View)”
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?” Clean Slate – That’s often a great spot to beContinueContinue reading “Evaluating Your (Nonexistent) Tech Stack”
Jeff Beaumont 