Tales from the Customer Side

I remember early on in my marriage, my wife and I lived out in the ‘burbs and did a lot of driving.  For a given destination, if my wife drove, the route was always the same.  If I drove, it was guaranteed to be completely unique.  Traffic slow on the main highway?  I’d exit and […]

I’ve started reading “Unreasonable Hospitality” by Will Guidara this week.  I committed to a mentor and friend I would read at least a chapter a week and post my learning and reflections on my blog and social media.  He’s going to fine me an as yet un-agreed upon sum if I don’t.  In the interest

Back in my early IT days I made a shift from a small company to a large one and I was quickly surprised by the amount of waste in IT at the large org. The IT staff was enormous and yet consistent asks for tools to automate and streamline were rebuffed. There were well known

Some customer accounts are zombies. They’ve been around forever. They never add any new features or show any excitement about your product. They just suck your energy and maybe your brains. I had a customer like that. They represented a significant chunk of the ARR I managed and they were a complete dud. Early on

There are few things more terrifying than taking on an account 2 years into a stalled project with an upcoming renewal. My customer had been the poster child for modern Windows management in its infancy. But now, two years later with no more than 1,000 devices under management, the poster was faded and covered in