Kristi Faltorusso

If you want to grow your customers, tell your sales team to stop giving everything away. That sentence usually makes people uncomfortable. Especially when growth targets are aggressive and deals feel hard-won. But it’s a conversation that needs to happen and it usually lands squarely on Customer Success to clean up the mess when it doesn’t. Where Customer Growth Quietly Breaks Down I talk to Customer Success leaders all the time who are being tasked with growing their customer base....

I spent most of my career measuring my journey against everyone else’s. Their timelines. Their promotions. Their successes. Their failures. Even though I knew the phrase “comparison is the thief of joy,” I still compared. Constantly. It took me years to stop. Years of reminding myself that no two journeys are the same. No two people are the same. No two organizational conditions are the same. And that even when you want something badly, sometimes painfully badly, there are factors outside...

It will always sound wrong when I say it out loud, but there is such a thing as good churn. And no, this isn’t me saying that when a customer churns, it’s time to pop champagne or throw a party. Loss is still loss. But there comes a very specific moment in a company’s journey when leadership has to take a hard look at who their Ideal Customer Profile actually is… and whether the customers they currently have still align with it. That moment is uncomfortable. Necessary. And often unavoidable....