Customer intelligence for post-sales leaders
AI is rewriting post-sales. Make the next big call on evidence.
Every ticket, call, success note and services project picks up signal from your customers. Almost none of it is captured, labeled or tied to money, so AI, headcount and investment decisions get made on first-order data. I build the layer that turns that signal into decisions, then help your team act on them.
Every post-sale interaction
Tickets, calls, success notes, services work. Personal data removed before any model reads it.
Signal tied to money
Cause, avoidability, effort and difficulty, checked against your own senior agent, then joined to accounts, revenue and cost to serve.
Decisions, not dashboards
Findings priced in dollars from inputs your finance team signs off, a clear recommendation, and a readout with your leadership team.
One layer underneath, five ways to work with it
Most teams start with the Baseline. When there's no leader or a fire to put out, start there instead.
The Baseline
Your interactions labeled, checked for accuracy and tied to accounts. The top failures priced, and the path mapped. Yours to keep.
How it works →Modules
AI Decision, Effort Ledger, Source Map, Value Case, Workforce Plan. One decision at a time, on the layer the Baseline built.
The five decisions →Fractional leadership
A senior support leader who runs the function, fixes the system and makes the case to your CFO, with the method inside the role.
The first 90 days →Fast fixes
Triage Reset, Escalation Pipeline, Incident Comms Kit. For a fire that can't wait, and each one seeds the layer.
The three fixes →Not sure where to start?
See your data level, which decisions your data could support now, and the first step that fits.
Take the readiness check →Your team is being reshaped, not cut
AI will take on some of your team's work. The useful question isn't how many people to cut. It's which work moves, which roles your people move into, and what each step is worth.
The Baseline answers that with your own data. The path runs two to three years, one decision at a time, and every number on it comes from inputs your finance team signs off. Year-one savings are shown apart from longer-term value, so the first one never has to carry the second.
Two decades on both sides of post-sales
Analyst at Jupiter Research and Forrester. Strategist at Digitas. Head of global support and services operations at Cornerstone OnDemand. Advisor to SaaS support teams. Most recently, Vice President of Support at First Due.
I've sat where you sit, and I've sat where the analysts sit. This practice is what I wished I'd had in both chairs.
Talk it through: 30 minutes, no pitch.
Bring the decision on your desk. You'll leave knowing whether your data can answer it.