Kristi Faltorusso

Early in my Customer Success career, we implemented Gainsight. At the time, they were the only real player in the space and, given the complexity of our program, the only solution that could truly keep up. We were successful using it. The team adoption was strong, our program ran, and the business saw value. But if I’m being honest, a lot of that adoption came from leadership pressure more than natural pull. There was a little more stick than carrot. As I moved through my career and found...

How to actually track whether your EBRs and QBRs are working One of the things I hate most about EBRs and QBRs is how they’re tracked. I see teams all the time mark a completed meeting as a success. Maybe they go a step further and track who attended, but it usually stops there. A meeting happened. A box gets checked. Everyone moves on. But let’s be honest. A meeting is not an outcome. Recently I was on a call with my friend Berit Hoffmann, CEO and Co-Founder at Korl. If you’re not familiar,...

The worst thing I’ve done in my Customer Success career is take something at face value. Early on, I wanted to believe that what a customer said was the whole story. I would think that what I read in a note or ticket was all I needed. That a single piece of feedback represented reality. But here’s the truth. Most of the time, it doesn’t. I was leading a team a few years back and a customer had submitted a feature idea into our idea bank, but never mentioned it to their CSM. So it sat there....