by Amy Cook | May 27, 2026 | Customer Success
Key Points The companies growing fastest are treating customer success like a revenue discipline Your Biggest Revenue Opportunity Is Probably Sitting Inside Your Existing Customer Base Bad Customer Success Operations Create Revenue Leaks Everywhere Companies that...
by Erick Ramirez | Apr 8, 2026 | Blog, Customer Success, Sales
Most retention strategies fail for the same reason: they start too late. By the time a customer downgrades, submits a cancellation request, or ghosts their CSM, the decision to leave was made weeks or months ago. Your team is reacting to outcomes instead of...
by Erick Ramirez | Mar 27, 2026 | Customer Success
A 5% retention boost lifts profits by 25-95%, according to Bain & Company research. That single statistic deserves more attention than most revenue leaders give it. Yet most B2B SaaS companies still treat CS as a reactive function, staffed to handle escalations...
by Erick Ramírez | Dec 8, 2025 | Customer Success
Most companies pay their Customer Success teams with ad hoc bonuses and disconnected Management by Objectives (MBOs), creating a major gap between effort and revenue impact. While a recent survey shows that 93% of companies use performance-based pay, most CS plans...
by Erick Ramirez | Jun 13, 2025 | Blog, Customer Success
Because acquiring a new customer is four to five times more expensive than retaining a current one, the importance of customer success (CS) has never been more important. To support the scalability of the CS function, there are now a plethora of CS tools that help...
