GTM frameworks assume the customer journey ends at Closed Won. It doesn’t. Customers continue researching, evaluating, comparing, troubleshooting, expanding, and defending renewal decisions through the…
Read more
Most companies that struggle with retention and expansion do not have a value problem. Their product works, their customers get results, and their case studies…
Read more
Most Customer-Led Growth initiatives struggle with budget season. Though the economics are typically strong, the issue is that the people asking for budget speak CS,…
Read more
Net Revenue Retention is the metric that became the north star of B2B SaaS almost by default, a clean ratio that told investors whether a…
Read more
A customer can be perfectly healthy and still never buy anything else from you. A customer can be at risk of churning and still have…
Read more
Most Customer Success organizations are built to protect what they have. Prevent churn. Maintain satisfaction scores. Deepen relationships with the contacts already in the account.…
Read more
The subscription economy changed the rules of B2B revenue. Buyers now re-evaluate every renewal with the same scrutiny they brought to the original purchase. Procurement…
Read more
Most Customer Success and Support teams measure what is easy to measure. NPS. CSAT. Ticket resolution time. Product usage rates. These metrics are accessible, reportable,…
Read more
How customer success leaders can turn value creation into a systematic growth engine, and step into a strategic seat at the revenue table. The Growth…
Read more