November 6, 2026 · 5 min read
Where Is Everybody Else?
Keeping clients is the whole company's job, but too often the account manager is the one standing there holding the bag.
ReadInsights
Notes on keeping clients and growing a business that runs on repeat revenue.
October 21, 2026 · 5 min read
The Client Calls You Shouldn't Automate
AI can have the admin. The small “where do I click” calls are where your team earns the renewal, and the only place you learn what clients actually value.
ReadOctober 7, 2026 · 4 min read
Customer Retention Isn't a Side Job. It Needs a Clockmaster.
In many businesses, keeping clients is a series of clocks with no clockmaster. All of them care. None of them are primarily responsible for it and measured on it.
ReadOctober 2, 2026 · 4 min read
The Dog That Didn't Bark: The Case for Purposeful Paranoia
A client who never complains is not the same as a client who is happy. The quiet ones are where the renewals are lost.
ReadOctober 1, 2026 · 4 min read
Growth Isn't New Clients. It's Keeping the Ones You Have.
If you own a business, you want to grow it. Odds are you're hunting for that growth in the same place everyone else is: new clients.
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