We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort. • abrupt shift from named CSMs to pooled model for SMBs • misaligned sales promises creating a broken handoff • product-led trial design to reduce high-touch conversion • capturing use cases and goals during onboarding •...
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We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort. • abrupt shift from named CSMs to pooled model for SMBs • misaligned sales promises creating a broken handoff • product-led trial design to reduce high-touch conversion • capturing use cases and goals during onboarding •...
The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso
The Customer UnSuccess Podcast
38 minutes
1 month ago
The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso
The competitive landscape in SaaS is ruthless, with rivals actively targeting your existing customers who already have budget allocated and pain points identified. Customer Success teams must develop competitive awareness to avoid being blindsided at renewal time. • Competitors view your customers as prime targets since they've already secured budget and demonstrated willingness to invest • CSMs often operate with less competitive awareness than sales teams, leaving them vulnerable to blinds...
The Customer UnSuccess Podcast
We dig into how moving 70% of SMB customers from named CSMs to a pooled digital model exposed misaligned expectations created during sales and trial. We reframe scaled CS to start at acquisition, tie product to retention, and use enrichment and scoring to focus human effort. • abrupt shift from named CSMs to pooled model for SMBs • misaligned sales promises creating a broken handoff • product-led trial design to reduce high-touch conversion • capturing use cases and goals during onboarding •...
