Insights
How I think about client revenue.
Perspectives on retention, expansion and the operating discipline behind predictable client revenue, grounded in real-world leadership experience.
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The Engineering Client Success series.
Four articles that walk through the EGA Modelâ„¢ layer by layer, from footings to structure.
Read part 1 →The series
Engineering Client Success
Four parts, built in order.
Part 1Engineering Client SuccessWhy does client revenue get less rigour than new sales?Read article →
Part 2Footings: Where Client Centricity Is BuiltWhat has to be true inside the business before clients will trust you?Read article →
Part 3The Foundation of TrustWhat earns a client's trust, and what keeps it?Read article →
Part 4Structure: What the Foundation Makes PossibleWhen clients trust you, what should that be worth in revenue?Read article →
More insights
Perspectives from the work
Agentic AIWhat AI Can and Cannot Build in Your Client Revenue ModelWhere AI strengthens the footings, foundation and structure of client revenue, and why the framework has to come first.Read article →
Agentic AILaunching an AI Agent Takes an Afternoon. Governing It Takes Years.What an MIT Sloan program on agentic AI taught me about governance, autonomy and who owns the agent once it is live.Read article →
ArticleWhat Working in B2C Loyalty Taught Me About B2B Client SuccessLoyalty isn't built on points, it's built on behaviour. Behaviour comes down to two forces: the transactional and the emotional.Read article →
ArticleKnow Your Customer: The Discipline Behind Every RenewalKnow your customer is not a slogan. Here is how I use metrics and relationship depth to protect renewal and expansion.Read article →
ArticleScaling the Customer Success Operating ModelHow segmentation and a three-input scorecard turn customer success into a system that drives renewal predictability and NRR expansion at scale.Read article →
ArticleThe Growth Everyone Misses Is Sitting Inside the BuildingGrowth doesn't come from a better pitch, it comes from trust built inside the organization, and from staying close to the people executing the strategy.Read article →