Field notes on customer-experience operations. Written for the people who run onboarding, billing, and support, not just measure them.
Accounts receivable turnover ratio explained: the formula, a worked calculation, how to convert it to days, what a good ratio looks like, and the levers that actually improve it.
Accounts receivable aging report explained: an example schedule with buckets, how to create one, the aging method for estimating bad debt, and how to use it to prioritize collections.
Allowance for doubtful accounts and bad debt expense explained: what each account is, the normal balance, the journal entries, allowance vs direct write-off, and how to estimate the allowance.
The cash conversion cycle explained: the formula (DIO plus DSO minus DPO), a worked example, what a good CCC looks like, what a negative cash conversion cycle means, and how to shorten it.
Days payable outstanding explained: the DPO formula, a worked calculation, what a good DPO looks like, whether a high or low DPO is better, and how DPO works with DSO in the cash conversion cycle.
Invoice reconciliation explained: what it is, the step-by-step process, two-way versus three-way matching, the common errors it catches, and how invoice reconciliation software automates the match.
Customer lifetime value explained: the CLV formula, a worked example for subscription and retail businesses, what a good number looks like against acquisition cost, and how retention raises it.
The LTV to CAC ratio explained: the formula, how to calculate customer acquisition cost, what a good ratio is in 2026, the CAC payback period test, and how retention improves it.
Net 30 payment terms explained in plain English: what net 30 means, how net 15, net 60, and 2/10 net 30 work, real examples, and how to choose terms that protect your cash flow.
A customer success plan template with examples: the goals, success criteria, milestones, and reviews that keep B2B accounts adopting your product and renewing.
How to write an overdue invoice email that actually gets paid: the reminder ladder from pre-due nudge to final notice, subject lines, seven past due invoice templates, and when to stop emailing and call.
Electronic signatures are legally binding in the US under the ESIGN Act and UETA, provided four conditions are met. Here are the requirements, the exceptions, and what makes an e-signature hold up in a dispute.