Strategy – Fractal River

The 50/50 Future of Support: Humans + AI

Roberto Moctezuma — Wed, 10 Sep 2025 04:13:32 +0000

Revenue Operations, Strategy Salesforce’s CEO just said the quiet part out loud:AI agents replaced ~4,000 customer support roles, cutting the organization from ~9,000 to ~5,000. For some, that’s shocking. For those of us close to the work…

Source

B2B SaaS Customer Success Maturity Model

user — Fri, 10 May 2024 15:19:11 +0000

Home Blog A Customer Success Maturity Model provides a structured framework for B2B SaaS organizations to evaluate and enhance their customer success operations systematically. By defining clear stages of maturity, the model helps companies identify their current capabilities and outlines a pathway for progressive improvement. This strategic tool facilitates better alignment of customer success practices […]

Conversational Interfaces: Use AI to Chat With Your Data or App

Roberto Moctezuma — Wed, 21 Feb 2024 19:26:45 +0000

Home Blog In today’s fast-evolving digital landscape, AI is reshaping how we interact with technology. Among its transformative applications, Conversational Interfaces (CIs) stand out, fundamentally changing our approach to data interaction and application usability. Unlike traditional graphical user interfaces (GUIs), CIs leverage natural language processing, enabling users to converse with data in a more intuitive, […]

Rethinking Product Analytics: A Smarter Approach

Roberto Moctezuma — Thu, 08 Feb 2024 03:51:30 +0000

Home Blog In the dynamic world of startups, the race to deliver feature-rich products often leads to a common mistake: developing analytics using existing in-house application engineering resources. This approach, while seemingly integrated, is incorrect because it misaligns resources away from their core competencies, uses tools that don’t scale well, and wastes effort reinventing the […]

The Scale Shift

user — Tue, 05 Sep 2023 20:50:34 +0000

Analytics, Revenue Operations, Strategy Over the past ten years, I have worked with many startup CEOs. One of the most common questions I get, by far, is where and how to focus their time and resources to effectively grow their startup.

Source