I love Fat Bear Week. It’s also a reminder that the fattest bear isn’t always full, and neither is your biggest customer. As Q4 pressure to find expansion builds, many CS and Sales leaders reach for call-down blitzes and email campaigns that exhaust teams and strain customer relationships. I know. I’ve run that playbook. Here’s what research from McKinsey, Gartner, and peer-reviewed journals says about telling when a customer is truly full, and how to find the ones still hung

A lawyer, mid-trial, was asked who made a grievous error. He knew it was the AI. He told the judge it was him. Stories like that are becoming the norm: 2,039 documented court cases where AI produced the error and a human absorbed the sanction. Not one model has been sanctioned. This issue looks at what the research actually says about AI accountability for leaders, where US law does and does not protect you, and the one test worth applying before you take the fall for a machi

You are staring at one date on the calendar: fiscal year end. Not next week. December. Which is exactly why we are talking about it now. After years of running Customer Success teams through the final stretch, here is what I got wrong, what the research actually says about pacing a team and weighing your CSM’s read against the dashboard, and the four things I would focus on to turn the remaining 120 days into decisions and action.

The U.S. honored its more than 1.1 million war dead yesterday. The same day, thousands more lost their jobs to a downsizing playbook 40 years of research shows doesn't work. From Klarna's failed AI rehire reversal to MIT's 2025 NANDA findings on enterprise AI struggles, the data keeps revealing the same pattern: when companies forget the knowledge their people carry, the cost compounds for years. So why do we keep repeating the same mistakes, and what does it take to actually

I belong to the 0.37% — the percentage of Americans active in the labor force who served in combat in both Afghanistan and Iraq. The data shows 80% of staff expect a CEO to have a voice on major societal issues, and 56% have no respect for CEOs who choose to remain silent. There's no easy answer for when to address it or what to say. But I firmly believe you need to do it. "When in charge, take charge."