David O'Neill

What The Checklist Manifesto Teaches Us About Customer Success Reliability

Dr. Atul Gawande discovered something that changed everything about how we think about professional failure. Dr. Atul Gawande documented this pattern across hundreds of hospitals in The Checklist Manifesto. His research revealed a fundamental truth about human performance: "The volume and complexity of what we know has exceeded our

The Preventable Errors Costing Businesses Customers and Revenue

Sarah thought she had everything under control. As Head of Customer Success at a fast-growing B2B SaaS company, she'd onboarded hundreds of customers successfully. But last Tuesday, everything went wrong. The new enterprise client—worth $180k annually—was three weeks into implementation when they called to cancel. "