June 2026
Account health is not a color
Red, yellow, and green only help when the team knows what changed, who owns the next move, and what evidence would change the status.
Writing
Notes on customer systems, implementation, and practical AI work.
Short pieces on the operating details behind better customer outcomes: onboarding, adoption, account health, retention, and the systems that make ownership visible.
June 2026
How to make health scores actionable
Health scores only help when they point to evidence, owners, and next actions.
May 2026
Customer handoffs fail before anyone notices
A practical note on why lifecycle ownership breaks, what to document, and how to make the next action visible before the account stalls.
May 2026
A practical handoff checklist
A short list to make sure a closed deal becomes an operational success.
April 2026
AI in CX fails when it starts with tools
AI helps when it reduces drag and keeps ownership clear.