Ideas written to start a conversation.
These are my in-depth thoughts on what we should be doing in post-sales, how we can drive more revenue from the customers we already have, and how we can bring AI into post-sales. I share them as talks at speaking events, conferences and meetups. If you’d like to work on this hands-on, you can apply for The CRAFT Room, the webinar I host regularly, or learn more about the ACE framework.
From hours saved to customers kept
Where post-sales teams really are with AI, what holds them back, and CRAFT, a five-step system that matches AI to the right work and turns the hours it gives back into customers who stay and grow. Built on ChurnZero's 2026 study of 580 CS and revenue leaders, and also a talk for conferences and meetups.
Bringing AI into post-sales on purpose
A free, 60-minute small-group working session I run regularly for CS leaders building with AI. I take CRAFT step by step, with the why behind each one, then put the tasks participants bring through it live. I also run workshops that explain CRAFT in depth for leadership teams.
Activate, Cultivate, Expand
The system I use to turn post-sales into a revenue engine, and the frame CRAFT sits inside. Built from running account management at GWI, where revenue from existing customers grew from €3M to €10M at 140% NRR.
If something here sparked a thought, a question or a disagreement, I would like to hear it. Whether you want to talk through your own situation, bring one of these ideas to your leadership team, or invite me to speak at a conference or meetup, tell me what you are working on and I will tell you honestly whether I can help.
