The blog

Notes from the engine room.

Case files on customer success, retention, and net revenue retention — churn autopsies, upsell misfires, health scores that lie, and the post-sale operating systems that make B2B SaaS revenue compound. Written by an operator, not a content team.

01 file on record · Filed from Dallas–Fort Worth · Subscribe via RSS
Case-file banner: a redacted upsell email offering event parking, stamped ALREADY PURCHASED, beside a receipt reading parking purchased at checkout
Latest file·Case file 001··6 min read

I already bought the parking

A ticketing giant tried to sell me the parking I bought from them a day earlier. The email isn't the problem. The data underneath it is. If it happens at their scale, it's happening at yours.

Read the file