Insights

Notes on building better technology.

Plain, practical writing — no jargon.

A cafe doesn't need what a manufacturer needs. Here's how to tell what your business actually requires.

Where AI actually helps a small business, and where it's still faster to just pick up the phone.

The tradeoffs of marketplace reach versus owning your customer relationship — and why most businesses need both.

There's no single default messaging channel worldwide. Here's how to pick the one your customers actually read.

A missed appointment isn't just one lost booking. Here's the actual mechanism, and the smallest fix that works.

Most small businesses picture a CRM as a sales pipeline tool. For most of them, that's not even the useful part.

Working remotely and being an outsourcing vendor aren't the same thing. Here's the difference, plainly.

A website, a CRM, or an automation system doesn't care what city it was built in. Here's what that means for how we work.

Off-the-shelf software is usually the right call. Here's how to tell when it genuinely isn't.

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