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Oliver Buchannon
Jeff Breunsbach

I've been on the edge -- you know that edge between marketing, community and customer success. You see - I've focused my career into capturing attention and building engagement (with an emphasis on the customer). Early on, that was working with customers to understand their data -- making better decisions to add and retain customers. Right now, I'm focused on: - Sharing stories around marketing + community - Driving actionable ideas for Entrepreneurs/Founders/CEOs - Showcasing how community can be a part of your strategy

Podcast

Are You a Sitting Duck or a Fortress?

Mar 12, 2026

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9 min read

Are You a Sitting Duck or a Fortress?

how complex is the solution for the customer to adopt, and how hard is it to replicate?

Podcast

Cut Your Own Prices Before Someone Else Does

Mar 5, 2026

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10 min read

Cut Your Own Prices Before Someone Else Does

How AI is changing the landscape on traditional SaaS products

high output leaders 📈

Mar 1, 2026

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5 min read

high output leaders 📈

The way that executives can think about building the narrative of output and contribution

Leadership

What is a Chief Customer Officer

Feb 28, 2026

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9 min read

What is a Chief Customer Officer

The growing importance of a customer-focused business leadership role

Podcast

The Wisest Person in Your Company You're Not Talking To

Feb 26, 2026

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9 min read

The Wisest Person in Your Company You're Not Talking To

Jon argues that the law department's job isn't to say no — it's to pave the road so the business can move fast.

AI & Digital CS

solving AI's productivity problems

Feb 22, 2026

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8 min read

solving AI's productivity problems

7 key steps for using AI to reduce bottlenecks and increase productivity.

Podcast

What we're building today w/ AI

Feb 19, 2026

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7 min read

What we're building today w/ AI

Just a real conversation about what they've each been building with Claude Code and Claude Cowork over the past few weeks, and what it's revealing about the future of software, teams, and CS.

Leadership

+1

the 2026 CCO org chart

Feb 15, 2026

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4 min read

the 2026 CCO org chart

The old blueprint is obsolete. Here is the new CCO org chart for the AI era.

Podcast

AI Predictive Customer Success w/ Justin Chappell

Feb 5, 2026

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4 min read

AI Predictive Customer Success w/ Justin Chappell

Justin Chappell breaks down the shift from proactive to predictive CS, how OneTrust cut onboarding from 44 days to 8, and the four new roles every AI-first CX team needs.

Podcast

Consensus on GRR, none on Customer Success

Jan 29, 2026

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4 min read

Consensus on GRR, none on Customer Success

CS teams are a mess of three-way splits—where they report, how they're paid, where they sit on the P&L. We break down the data and argue for a clearer path.

Podcast

Context is King

Jan 22, 2026

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32 min read

Context is King

AI agents are only as good as the context they have. We break down why enterprise software becomes more valuable—not less—and where deterministic workflows still beat AI.

Podcast

Death of the Coverage Model

Jan 15, 2026

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4 min read

Death of the Coverage Model

The coverage-based CSM model is dying—and now predictive, signal-driven customer success will replace it.

Podcast

Agentic Renewals

Jan 8, 2026

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47 min read

Agentic Renewals

We break down how to actually build AI agents for your renewal process—not theory, but the specific agents you'd deploy, what platforms to use, and where most teams get stuck.

CS Operations

what if you couldn’t hire a single CSM?

Jan 4, 2026

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4 min read

what if you couldn’t hire a single CSM?

This one radical question forces you to build success into your company's DNA, rather than just hiring more people.

CS Operations

the 60/20/20 rule for CS operations

Dec 28, 2025

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3 min read

the 60/20/20 rule for CS operations

A simple framework to balance Ad Hoc fires, Strategic Roadmaps, and 'Running the Business.'

Leadership

+1

empathy isn’t a job 💚

Dec 7, 2025

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6 min read

empathy isn’t a job 💚

Empathy and relationships do matter. A lot. But only in the context of doing a specific job for the customer.

CS Operations

+1

your CSM:customer ratio is a trap

Oct 5, 2025

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4 min read

your CSM:customer ratio is a trap

The key to scaling CS isn't hiring more CSMs. It's time to break the linear growth model with a new team structure.

are your CSMs stuck in no-man’s land?

Sep 7, 2025

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4 min read

are your CSMs stuck in no-man’s land?

If your CSMs own 'health scores,' you have a problem. Why every CS team needs to own either revenue generation or revenue delivery.

stop optimizing. start eliminating.

Aug 17, 2025

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4 min read

stop optimizing. start eliminating.

Your CS Ops team might be making processes faster... that shouldn't exist at all. Let's talk about the difference between efficiency and effectiveness.

why your customers avoid getting help

Aug 10, 2025

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4 min read

why your customers avoid getting help

67% of customers try to solve problems themselves first. Here's how to build a support experience they'll actually seek out.

the unsexy audit

Jun 29, 2025

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4 min read

the unsexy audit

Most CS leaders assume their teams spend 60%+ of their time with customers. Is that true?

we bid Wednesday's adieu

Dec 18, 2024

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5 min read

we bid Wednesday's adieu

we're practicing the 98/2 rule

Pricing models are shifting, is your CS strategy?

Dec 11, 2024

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5 min read

Pricing models are shifting, is your CS strategy?

Pressure-testing your 2025 budget

Dec 4, 2024

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6 min read

Pressure-testing your 2025 budget

time to usher in a new era

Nov 27, 2024

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7 min read

time to usher in a new era

Is ARR really the best metric for you to follow?

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See you in your inbox this Sunday

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