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Podcast • Episode #306

306: Outcomes Over Optics; with Carl Lenocker

Customer success leader Carl Lenocker explores how traditional support metrics like speed and resolution rates can undermine actual customer outcomes and advoca

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Latest articles

Tales, insights, and wisdom from real support leaders

June 14, 2026 • Alec Moloney

Leading Customers With Courage

Proactively leading your customers takes courage. Read what it takes with early problem detection, honest communication, clear SLAs, and timely renegotiation.

StrategyCustomer ManagementCX

Mrs Beeton’s Hiring Book: Part I

Managing Organisational Change

A Case For Customer-centric Targets

Support In Review: 2025

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Podcast • Episode #249

249: Fireside with Mike Redbord

Mike Redbord tells me how to show the actual value to the business in providing support to those users of your product or service who are on free or unpaid plans.

Podcast • Episode #1

1: Empathy with Jenny Dempsey

Explore the vital role of empathy in customer support with insights from Jenny Dempsey, focusing on hiring practices, leadership modeling, and strategies to prevent empathy fatigue for sustainable team dynamics.

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