From experienceStakeholder continuity
The Ghost Champion
A key contact leaves, a replacement inherits unfamiliar tools, and the real case becomes continuity rather than persuasion.
Read the caseThe case desk
Follow the clues.
Follow the clues.
Question the obvious.
Real experience and imagined investigations, clearly labeled. Every file ends with a better question and a practical tool to take back to your team.
Investigations
No culprit without context.
Start with a clue that feels familiar. The useful part is what you investigate next.
From experience: anonymized work from Blake’s career.
Illustrative case: a fictional scenario for exploring a customer-success decision.
7 cases
From experienceSignal interpretation
The Metric That Lied
Internal logins can look like customer engagement. Automated reports can make a valuable product look quiet. Both deserve a closer look.
Read the caseFrom experienceCustomer-value evidence
The Missing Evidence
A structured capture workflow turns customer problems, CSM actions, and outcomes into material the organization can reuse.
Read the caseIllustrative caseCapacity and adoption
The Oversold Deal
Low utilization sends the duo looking for disengagement. The trail leads instead to a rollout plan that changed.
Read the caseIllustrative caseCommercial alignment
The Budget Freeze
The users want to stay. The approval path has changed. A discount is not the first clue worth chasing.
Read the caseIllustrative caseChanging customer priorities
The Slow Fade
A quiet account invites a dramatic conclusion. The better investigation starts with what changed in the customer’s work.
Read the caseFrom experienceCoverage design
When the Squad Shrinks
A Public Cloud team moves from 20 CSMs to 12. The leadership question becomes what coverage should change, not just who inherits each account.
Read the caseLeadership field notes
The team behind the casework.
Good customer judgment starts with how we support the people doing the work.
From experiencePeople leadership
Confidence, Not Capability
A capable CSM hesitates to be proactive. The useful intervention is supported practice, not another product-training assignment.
Read the field noteIllustrative field noteSponsor engagement
When the Sponsor Goes Quiet
The sponsor is still in the role, but confidence is slipping. A coaching-led investigation into relevance, ownership, and the next useful conversation.
Read the field noteIllustrative field noteConsumption and committed spend
The Consumption Clock
A fictional usage review separates customer adoption, committed-spend burn-down, and the commercial effect of a slowdown.
Read the field noteInvestigate the situation. Support the person. A colleague is never the suspect.
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