Stenographer or Strategist
A logged customer outcome proves value was delivered last year, but it doesn’t give anyone a reason to renew. Teams must work with customers to define the future state.
Read the articleThe Grind
Most customer health programs don’t fail when they’re designed. They fail a few months later, when the weekly rhythm slips and the health conversation between CS and leadership quietly stops happening.
Read the articleThe Comfort Trap
Friendly champions and fast responses can feel like a healthy account. But enthusiasm isn’t value, and a good relationship only pays off at renewal if you use it to prove what the product is worth.
Read the articleYour First Customers Didn’t Stay for the Product
Early renewals make founders think the product is driving retention. Often it’s the founder, and that instinct doesn’t scale unless someone turns it into a system.
Read the article