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Calling somebody up rather than out requires knowing what is being defended.
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Read the last one you sent and count what you asked for before you gave anything.
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Two things happened to me as a customer this month, and both are the kind of problem the company causing it will never find out about.
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Everyone says move upstream.
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They said yes.
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A customer pays you real money and the first thing your company does is work out how to message them without a person involved.
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I took an objection at face value in a client meeting and got it wrong.
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The sales conversation holds everything Customer Success never gets.
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A personalized welcome email can be in the inbox seconds after signature.
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Two questions, asked right after you lay out what the customer is responsible for.
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Bad delivery makes Customer Success look like a drain.
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A customer who stops engaging usually gets filed as not invested.
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Two people can pull defensible retention numbers from the same data and reach opposite conclusions.
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Most companies hiring their first CS person write the scope before they meet anyone, which means there was never a bar to screen against.
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A leading indicator of customer success.
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When a customer says your work reads like AI, they are almost never pointing at formatting.
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Agentic workflows learn.
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For the individual contributor who can see a customer getting a bad automated experience and lacks the authority to halt it.
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Building customer-facing tools is close to free now, which is genuinely good.
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AI can deliver the appropriate experience at a scale we never had before.