In this era of texting and instant messaging, web-based chat is the preferred way of interacting with customer service and support for many users¹. It certainly beats spending an interminable amount of time stuck on hold or navigating a baroque call tree. …

It’s now been a little over a year and a half since I rebooted my consultancy after investing 8 years in helping to build Pulse Energy, a successful energy efficient SaaS startup, to exit through acquisition. In that time, I’ve had the chance to apply what I’ve learned in helping other small and medium-sized tech companies bring new products to market. I’ve been negligent in capturing and sharing the things that I’ve learned in the process. This blog is my attempt to hopefully correct that. Let’s see how it goes.