3 min read

Agentic Back Office Series #2: Finance Ops as the First Killer Use Case

Finance is the natural starting point because its work already depends on evidence and reconciliation. Agents can classify exceptions, gather support, and prepare decisions, reducing unresolved issues and manual reconstruction while humans retain authority over ambiguous approvals.
3 min read

Agentic Back Office Series #1: The Back Office Moves From Ticket Queues to Operational Loops

Back-office transformation begins by replacing modern-looking ticket queues with governed operational loops. Each loop needs a named object, states, evidence, authoritative systems, and decision rights so agents resolve missing context instead of simply forwarding work to overloaded specialists.
1 min read

Customer Profitability in the AI Era — Series Index

Revenue alone cannot reveal account quality in AI businesses. This sequence connects model costs, support, implementation, roadmap drag, expansion, and pricing to a practical review for deciding when to reprice, automate, redesign, or exit.
3 min read

Customer Profitability in the AI Era Series #10: The Customer Profitability Review

Customer profitability matters only when a cross-functional operating review turns segment economics, account exceptions, and workflow costs into decisions. Shared analysis can expose margin leaks, distinguish strategic learning from poor fit, and drive repricing, redesign, or sharper targeting.
3 min read

Customer Profitability in the AI Era Series #9: When to Reprice, Automate, or Exit

Poor-margin customers require different remedies: reprice value that outgrew its contract, automate repeated service burdens, redesign product-created costs, or exit structurally mismatched accounts. The right test is which action would improve the segment if repeated at scale.
3 min read

Customer Profitability in the AI Era Series #8: Pricing Is Customer Selection

Pricing is an operating filter that attracts particular customer behaviors. Aligning price and packaging with usage, implementation, support, governance, and delivery costs helps a company select customers its model can serve profitably instead of turning growth into margin pain.
3 min read

Customer Profitability in the AI Era Series #7: Expansion Quality Beats Expansion Volume

Expansion quality depends on economics, not contract growth alone. Added users or workflows are healthy when margins hold and service burden stays controlled; expansion that activates disproportionate AI costs, support, governance, or custom work can make a larger account worse.
3 min read

Customer Profitability in the AI Era Series #6: Roadmap Drag Is a Customer Cost

A customer can look profitable while consuming the roadmap through bespoke workflows, integrations, controls, and exceptions. Treating product and engineering attention as an account cost helps distinguish reusable segment signals from one-off concessions that fragment the product.

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