Perspectives

Notes on thecraft.

Short, considered essays on retention, operations, data, and applied AI — written for the people accountable for keeping customers.

Retention is designed, not managed

Most retention problems are decided long before the renewal conversation. The save call is an autopsy, not a treatment.

If three teams report three different retention numbers, the problem is not the dashboard. It is the definition.

The useful question about AI in customer operations is not what it can do. It is which decisions you are willing to let it hold.

Tell us where customer success, data, or operations is holding your organisation back. We'll tell you honestly if we can help.

Based in India · Working globally