Kristi Faltorusso

CS belongs in some deals and not others. How to tell the difference, pilot it with your CRO, and coach CSMs so they help the close without scaring the buyer.

The best onboarding advice I've heard all year came from the Cheshire Cat. I heard it while scrolling TikTok before my morning coffee, so make of that what you will. Someone was telling a story that had absolutely nothing to do with Customer Success. Somewhere in the middle, she brought up the scene where Alice is lost in Wonderland and asks the Cat which way she should go. “Would you tell me, please, which way I ought to go from here?” “That depends a good deal on where you want to get to,”...

I was onsite with a customer this week, mapping out her onboarding process, when something dawned on me. We keep fixing the process. Nobody's fixing why they don't want to finish it. That one sentence reframed the entire session. We were walking through her company's full customer experience, looking for the places where new customers hit the most friction. And no, it wasn't a surprise where we landed. It was Onboarding and Implementation. It almost always is. So we did what most CS leaders...