Insights

Notes on the post-sale motion.

Practical writing on adoption, journey mapping, common taxonomy, and the levers that protect your GRR and grow your NRR.

September 17, 20262 min read

Part 1 — Everyone Knows the Destination. Almost No One Maps the Route.

The CS industry is great at naming the problem — the needle still isn't moving. The gap isn't the goal; it's the route. Part 1 of a series on the post-sale "how."

September 17, 20263 min read

Part 2 — You're Running a Project. Your Customer Bought an Outcome.

The most common post-sale mistake: managing a deployment as a technical project, disconnected from the business objective that justified the purchase. Part 2 of the Route series.

September 17, 20263 min read

Part 3 — The People Who Bought You Won't Be the Ones Who Renew You.

Champions leave and budgets move — the team that bought you often won't decide the renewal. Why you must build relationships across the Line of Business. Part 3 of the Route series.

September 17, 20262 min read

Part 4 — Two Journeys, One Route: Mapping the Post-Sale Path.

The actual journey map — stages, owners, handoffs, and the moments that predict renewal — overlaying your journey with the customer's. Part 4 of the Route series.