Department IV
Business Craft
The commercial side of support that most leaders never learn — the P&L, the RFP, the executive escalation, the renewal conversation — until the day it costs them.
Latest posts
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How to write an RFP that actually gets you the right answer
Most RFPs reward the best salesperson, not the best fit. How to flip that.
Support is not a cost center — but pretending it isn’t gets you defunded
How strong CX leaders position support as a cost lever executives actually trust.
Beyond the price tag: why discounting rarely delivers
Strategic alternatives to price cuts that preserve margins while building loyalty.
Beyond price: why customer value trumps cost
Why focusing solely on price is a costly mistake — and how to build around value.
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The 12 metrics I actually track after 19 years.
Not vanity numbers — the KPIs that drive real decisions in a support org, with the trap baked into each one spelled out.
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