by Todd | Apr 19, 2026 | Leadership
Your Customer Success Team Closed 4,200 Tickets Last Quarter. They Generated $0 in Expansion Revenue. Your NRR Is 94%. You’re Leaking. Your Head of Customer Success walks into the QBR with the usual deck. Ticket volume: up 12%. Average resolution time: down 18%....
by Todd | Apr 19, 2026 | Leadership
The Board Approved the Speed Strategy in Q1. By Q3, the Fastest Decision in Your Company Still Takes 47 Days. Strategy Didn’t Fail. The Operating Model Ate It. The January board offsite ratified the new strategy. Two days at the lake. Seventeen executives...
by Todd | Apr 19, 2026 | Leadership
Your $40 Million Digital Transformation Just Went Live. It Automated 17 Manual Workarounds and Broke 23 Others. You’re Worse Than Before. Go-live was last Tuesday. The consultants popped champagne. The CIO gave the all-hands speech about “a new operational...
by Todd | Apr 19, 2026 | Transformation
You Offered Two Pricing Tiers. Customers Picked the Cheap One 82% of the Time. You Added a Third Deliberately Expensive Tier. Nobody Bought It. Middle-Tier Sales Went Up 47%. Your pricing committee spent three months last year debating the two-tier structure. Good...
by Todd | Apr 19, 2026 | Leadership
Proprietary Strategy Framework: The Self-Reinforcing Death Spiral — How Three Genes Compound Into Terminal Velocity STAGNATION ASSASSIN / CHAPTER 1 / WHEN GENES COMBINE THE SELF-REINFORCING DEATH SPIRAL Three genes — PDG × CBG × ISG — create compound effects that...
