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Knowledge informs action. Action shapes identity. Who we are is a reflection of what we consistently learn and do. At Lock 8, we treat learning as a continuous discipline - refining our thinking, evolving our approach, and sharing what we discover along the way.

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SaaStr Annual at Home: 10 Quick Takeaways

As a card-carrying introvert, I’ve always found industry conferences to be exhausting. Likewise, over recent months, Zoom Fatigue consistently crushes me by mid-day Friday. So, I figured that…
7 min read

Exec Coaching for Coachable Execs

It is a good thing to be “coachable,” meaning capable of being easily taught and trained to do something better. It’s easy to understand why companies…
8 min read

Customer Effort > Customer Satisfaction? Not So Fast…

A prior post explored the concept of customer effort as a critical driver of customer loyalty. That piece referenced Gartner research / articles (here, here, and here)…
6 min read

Exceeding Customer Expectations is…the Wrong Goal?

“The key to customer loyalty is an effortless customer service experience.” These seemingly innocuous words caught me flat-footed and punched me right in the nose.…
4 min read

Operational Readiness: The Overlooked “Other Stuff”

A previous post on this blog shared observations about high-stakes SaaS product development initiatives; and a follow-on piece took a deeper dive into setting related cloud services strategies. Together…
7 min read

Variety is the Spice of Life When it Comes to Operator-Investor Interactions

This blog typically focuses on sharing observations from the twenty years I spent operating small-scale SaaS businesses. This post takes a different tack. It reflects…
5 min read

Who Should be on the Bus: A Shortcut to Getting There

It’s easy for leaders to get caught up in the day-to-day of running small-scale businesses. Particularly during challenging times, it can take all our energy…
7 min read

Just Say No to Being an “X-led” Company

People say it all the time, usually with great pride: “We are a sales-led company.” Or, in businesses with deep technical roots, it might shape-shift…
5 min read