How to talk about unused paid seats without blaming the customer
Seat waste is a fact on the invoice. The briefing still has to leave the account team able to phone someone they respect.
Read the noteField notes
Pages we wish had existed before the briefing.
Written from work on product adoption and account health — not from generic productivity advice.
What belongs on a QBR board that does not belong in the weekly export
Weekly CS exports answer “are we behind this week?” A quarterly board has to answer a different question in front of the customer.
Read the note
The first fourteen days of a new workspace, drawn honestly
Activation slogans collapse under a wall map. The delays are usually calendar invites, permissions, and a second product nobody mentioned.
Read the note
When account health is a staffing problem and the chart should stop
Some watch-lists are covering for a book that is too large. Drawing a prettier grid will not create hours in the week.
Read the note
What to send us before an account health briefing
A messy folder beats a rebuilt warehouse. Here is the short list that actually gets used in week one.
Read the note