Judge the meeting by the decision it makes possible
A comfortable conversation can leave everyone stuck. Judge the meeting by what the customer can do next.
Get beneath the feature request
A request for a dashboard can hide several different problems. Find out what the customer is trying to change.
Enter discovery with a point of view, not a predetermined answer
Come prepared with an explanation of the customer's problem, then ask questions that could prove it wrong.
A great demo is a decision tool, not a product tour
Choose what to show by asking what the buyer needs to learn, what could go wrong, and what comes next.
AI summaries should preserve the buyer signal
A shorter account of a sales call can still capture the conditions, disagreements, and commitments that matter.
The AE–SE handoff is part of the customer experience
A buyer shouldn't have to explain the same problem every time someone new joins the call. Here's what a useful handoff carries forward.
Measuring AI adoption after the first login
Go beyond login counts to find out whether people keep using AI and whether it improves their work.
Where customer-facing AI needs a boundary
AI can help resolve a billing problem without making promises the company can't keep. Decide where assistance ends and authority begins.
Why good AI tools still do not get used
People return to an AI tool when it makes everyday work easier, including the setup, checking, and cleanup.
AI needs an operating plan
A useful call summary still needs to be checked, corrected, and saved. Design those steps before handing the process to the team.
When technical teams become human middleware
When people spend their day connecting AI tools to the rest of the business, the hidden work deserves a closer look.
AI adoption has an incentive problem
Employees, managers, and executives can see very different futures in the same AI tool. Adoption depends on who gains and who stands to lose.