Growth Pill: The Hidden Reason Scaled Customer Success Fails (and How To Fix It Fast)
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Growth Pill: The Hidden Reason Scaled Customer Success Fails (and How To Fix It Fast)
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About this listen
Most companies say they want to scale Customer Success.What they actually do is strip it of impact.In this Growth Pill, I call out the real reason scaled CS lags high touch by 5 to 10 retention points.Most teams still have no idea what their customers are trying to achieve.No goals. No progress tracking. No ability to tailor anything that moves the needle.The fix is straightforward:• Know the goal• Track it in product• Use AI to guide every customer individuallyIf CS is going to scale without bleeding retention, this is how we need to do it.
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