Tag: Leadership
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Boosting AI Success: Common Pitfalls to Avoid
How to Stop Stalling and Start Scaling If you’re a CRO, CCO, or SVP of Services/Customer Success, you can feel the squeeze: The instinctive answer? AI. The AI Promise vs. The AI Reality Early in 2025, TSIA (State of Support Services 2025_ebook) technology leaders how AI-enabled initiatives were factored into their annual plans. The Wall Street Journal…
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Authentic Leaders: What do you stand for?
We’ve all heard the advice: “Fake it ’til you make it.” It shows up everywhere—from 1980s catchphrases like “I’m not a doctor, but I played one on TV” to today’s Instagram‑ready personal brands and sitcom‑inspired quips like “No, but I did stay at a Holiday Inn Express last night.” And to be fair, nobody is ever 100% “ready” when they step…
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Innovation as a Manager’s Mindset: Seven Types for Better Decisions Every Day
When leaders hear “innovation,” they often picture a product lab, an AI pilot, or a major transformation program. But in reality, innovation is not something you “do” once and check off a list. It’s an attitude — a way of looking at problems, opportunities, and day‑to‑day decisions that determines whether your organization moves forward… or quietly falls…
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Unlocking Breakthroughs: Why Your Transformation Needs a Patented Approach
You cannot cross-sell, upsell, or renew a dissatisfied customer. Few executives would dispute that. Fewer still act on it. Why? Because most organizations feel like they are flying blind—armed with Net Promoter Scores (NPS), CSAT results, or Customer Effort Scores (CES) that provide a number, but have little idea on how to make the feedback…
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The Cost of Complacency
Across industries, the era of incremental change is over. Survival now depends on reinvention at scale. More than half of the companies that anchored the S&P 500 in 2010 no longer appear on the index. Household names like Sears, GE, and Kodak—once symbols of dominance—are now case studies in the cost of complacency. Let that sink…
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You Don’t Get Rewarded for Predicting Rain . . . You Get Rewarded for Building the Ark.
Beyond the Audit: From Insight to Impact with Management by Fact In “Before Growth Comes Clarity“, I focused on the benefits of an audit—a clear-eyed diagnosis of the barriers slowing down your profitable ARR growth. If you have already conducted an audit or been provided with a benchmark readout from other sources, you may now…
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Why 70–90% of Transformations Fail—And How to Avoid Being Next
Most companies don’t fail because they lack vision. They fail because they invest in the wrong solutions. “Failure is not an option.” That may sound inspiring… until you realize that 70–90% of all business transformations fail anyway. If you’re a CCO, CRO, or SVP leading Customer Success or Global Services, you’re already under pressure to: So…
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Complexity: A Sign of Organizational Laziness
In my high school English class, most assignments came with the requirement “must be at least 10 pages”. Five short years later while pursuing my MBA, the final paper in my Organizational Strategy class had a very different requirement – “must not exceed 3 pages”. Imagine an entire semester’s work distilled to 3 pages. Oh,…
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How to Achieve your Strategic Plan: Part 2 of 2
In my last post I summarized the top 4 reasons why 9 out of 10 Strategic Plans fail. But you don’t get rewarded for predicting rain, you get rewarded for building an ark. So how do you ensure that you achieve your strategic plans? How do you keep everyone moving in the same direction? How do you get…
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How to Achieve your Strategic Plan: Part 1 of 2
In honor of every company that is developing their strategic plans and annual budgets, I wanted to share with you some sobering news: 9 out of 10 of your strategic plans are going to fail. In the first entry of a two-part post, I’ll address the four most common reasons why Strategic Plans fail. In…