{"version":"https://jsonfeed.org/version/1.1","title":"R. Shane James — Writing","home_page_url":"https://rshanejames.com/articles","feed_url":"https://rshanejames.com/articles/feed.json","language":"en-US","items":[{"id":"https://rshanejames.com/articles/the-touchpoint-tax","url":"https://rshanejames.com/articles/the-touchpoint-tax","title":"The Touchpoint Tax","summary":"The Touchpoint Tax “Just checking in” is the most expensive phrase in customer success. Every time a CSM sends that email, they’re spending relational capital…","image":"https://media.avolv.ai/articles/cmlh0lnml0002v35e0sps3vca/2026/10/c7321516-dfcd-4e8f-95c8-d4fc728384c7.png","date_published":"2026-10-20T16:28:07.669Z","date_modified":"2026-10-21T19:06:35.443Z","authors":[{"name":"Shane James"}]},{"id":"https://rshanejames.com/articles/the-churn-autopsy","url":"https://rshanejames.com/articles/the-churn-autopsy","title":"The Churn Autopsy","summary":"The Churn Autopsy “Lack of adoption” isn’t a churn reason. It’s a confession. Pull up your CRM and filter for the accounts you lost in the last 12 months. Look…","image":"https://media.avolv.ai/articles/cmlh0lnml0002v35e0sps3vca/2026/10/d38c34e1-6721-4a4e-b6bb-e978a9943ef1.png","date_published":"2026-10-20T16:22:56.306Z","date_modified":"2026-10-21T19:06:40.081Z","authors":[{"name":"Shane James"}]},{"id":"https://rshanejames.com/articles/the-qbr-is-dead-the-value-proof-conversation-takes-its-place","url":"https://rshanejames.com/articles/the-qbr-is-dead-the-value-proof-conversation-takes-its-place","title":"The QBR Is Dead. The Value Proof Conversation Takes Its Place","summary":"The QBR Is Dead. The Value Proof Conversation Takes Its Place. The traditional QBR is dead. The strategic conversation with your customer is not. Think back to…","image":"https://media.avolv.ai/articles/cmlh0lnml0002v35e0sps3vca/2026/10/d83b860a-c09e-4c28-b0de-deaf0d01e642.png","date_published":"2026-10-20T15:25:13.223Z","date_modified":"2026-10-21T19:06:06.114Z","authors":[{"name":"Shane James"}]}]}