Wrap up the 5 best gifts product management can give your cross-functional team this holiday season.

Congratulations! You did it right this year - you clearly defined what success looks like, so the team knows what to strive for. You...

There are several self-inflicted roadblocks to purposeful innovation, and a big one is lack of clear ownership of the activities to...

GrandPad: the Blueprint of Innovation on Purpose If you read my blog on the GrandPad, you remember what a terrific example it is of using...

Service failures don't have to lose you customers, but this week I lay out in painful detail a relationship-killing service failure.

Minted mints a new fan by handling a service failure well. What can B2B tech businesses learn from it?

When I first presented on the topic of battling Black Swans, a member of the audience asked, "if Black Swans are unknowable beforehand,...

The Black Swan has landed. Nobody expected it, but your customers are pushing aside business-as-usual activities to deal with it. They're...

Third in the Black Swan Series: Black Swans are, by definition, unimaginable before they occur. They impact your business in complex,...

If innovation that fails to scale is “the proliferation of a thousand tiny flowers that don’t grow bigger over time,” how can you break...

Moving from Innovation to Scale has confounded tech businesses forever. Why do we fail to scale?