14. Acknowledgements

I would like to first thank the Solspace team who has shown tremendous patience and steadfastness over a long period of time. They were the folks who actually generated this thought leadership, through their daily diligence, professionalism and love of service.

Janet Berkow deserves a nice, conspicuous and loud shout out for being my editor. Janet's always been my editor. Anything I write, important client email or little tiny project proposal - Janet always checks my reality. Thank you Janet.

Kelsey Martens sits quietly in Winnipeg Manitoba, shivering, shoveling snow and always supporting my desire to create. He thinks my vocabulary is larger than it is and compliments me for it. But that's only because he knows only 2 words, 'chicken' and 'sorry'.

Jean Fleming, an accomplished writer and publisher, was the very first person to give me permission to write this book entirely from my own experience. I asked if I needed to research it for months like other things I've written. She said, "Naw, just crank it out." That was exactly what I most wanted to hear.

I would like to thank the many clients we have had the great fortune of knowing and serving. Humans are social animals. We are at our best when we're together. We're at our best when working together. And we are at our absolutely utmost when we humbly serve one another with the highest possible regard for excellence. Our clients over the years have demanded our best and manifested the patience to allow us to grow into giving it.

I would like to acknowledge my wife and kids. They are sacred to me and I hope to honor them with this effort.

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Thank you for the support! - mk


1. Even The President of the United States Cares About Reliable Websites


2. Who benefits from Web Reliability?

3. What’s in the way of customer success, and how does the Web Reliability Framework help?

4. What is a revenue generating website?

5. What does reliability mean?

6. Why reliable revenue matters

7. What about growth?

8. Flow as a first principle

9. What is it that's flowing?

10. What is the Web Reliability Framework?

11. How do I use it?

12. Who the hell are you?

13. A note on structure

14. Acknowledgements

Reliable Team

15. Team Motivation

19. Leadership reduces resistance

23. Management aka Continuous Improvement

Reliable Plan

27. Desire, Purpose and Guidance

31. Strategically Reducing Customer Friction

35. Managing and Validating Strategy Prior to Execution

Reliable Action

Solspace, Inc.
PO Box 7282
Santa Cruz, Ca. 95061

© 2019 Solspace, Inc.