Avoiding this mistake could save your company from ruin.
Watch what everyone else does, then do the opposite.
Customer success isn't renewals. It isn't upsell or expansion. It's not onboarding,
No nps, no csat, just good old fashioned listening.
If it's not service, then what is it that makes a company customer-centric?
Customer success could use a perception upgrade.
Where are all the generational SaaS companies?
Consolidation will be a driving force in tech and SaaS for the next 24 months, maybe longer.