Workflow studies

Workflow studies

Each study answers the same ten questions in the same order: the job to be done, the inputs, the workflow, the review point, the success criteria, the result, the failure modes, the maintenance cost, the date and the author. Where a field has no confirmed answer, the study says so instead of filling it in.

• October 2026 · 6 open questions

  Reading every churned account at once, for about $100

  A churn analysis across millions of data points, run in roughly an hour for roughly one hundred dollars, which found that a large share of recorded churn was not product churn at all.

• October 2026 · 7 open questions

  Triaging 650 support tickets in 30 minutes

  An AI triage run across 650 Zendesk tickets that categorized and sentiment-scored every one, cross-referenced four other systems, and found that between 30 and 40 percent of the tickets did not need to be open.

Field notes on AI in customer success

Field-tested lessons from the work itself, including what it cost and what did not work. Roughly weekly.

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