Why We Need to Tell Better Customer Success Stories

Did you know that companies spend 3x more to win new customers than to keep existing ones? That makes no sense.

Customer Success leaders know that churn is expensive, proving ROI and outcomes is hard, and too much time is spent on the “slide-making treadmill” in preparation for customer conversations.

The focus needs to shift from reporting activity to telling your impact story supported by data.

Here's an overview of the problem (maybe share with your CEO to shift their thinking?). Up next: The key steps we've seen CS leaders take to change conversations with their customers.