“As a paid member, I cannot stress how priceless the platform the CSC has given me.”
Danielle Martin, Senior Customer Success Operations Manager at Bitrise
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You're not losing revenue at renewal. It's leaking at every handoff before it.
Start your next renewal conversation knowing the value case has been building itself for 12 months. Stop finding out a customer is at risk two months before the contract expires. You shouldn't be spending two days pulling data that should be available in 30 seconds – there's a new path for you.
Everyone's patching the same broken process. This guide fixes it.
Drawn from the latest CS research, real-world insights from leaders at Atlassian, CDK Global, LinkedIn and ZoomInfo, and frameworks from Certinia's executive advisory practice, this ebook goes further than "align your teams and fix your data."
It shows you the specific moments where NRR breaks, why they break the same way every time, and what AI can actually do at each stage once the foundation is in place.
In partnership with Certinia
We're proud to partner with Certinia on the AI Across the Customer Journey ebook. Certinia's System of Action powers modern services organizations with a unified source of truth – bringing the right knowledge and judgment to every decision across the services lifecycle.
Purpose-built for professional services, customer success and financial management, Certinia helps organizations maximize margins, deliver faster time-to-outcome, and grow customer value with certainty.
What you’ll discover
The "watermelon problem" that makes your healthiest-looking accounts churn without warning – and how top CS teams have eliminated it entirely. (Page 25)
Why 44% of subscription cancellations happen within the first 90 days – and the one architectural decision that prevents this from ever happening to your accounts.
The asymmetric cost of AI errors in customer relationships – and the governance framework that protects you from catastrophic mistakes. (Page 41)
What a mobile gaming KPI reveals about the real definition of customer success – and why most CS teams are measuring the wrong things entirely.
The "acquisition trap" that keeps sales-first companies spending heavily just to stand still – and how to escape it permanently. (Page 21)
The single most expensive failure point in your post-sale operation – and why it has nothing to do with your team's talent or commitment. (Page 8)
Why less than 1% of CS teams have achieved advanced, AI-driven data maturity – and the 4-pillar framework that gets you there. (Page 17)
The surprising team you should think twice about excluding from late-stage sales conversations – and what happens when you include them. (Page 12)
Why your customers can't tell you what outcomes they actually want – and the pre-sale technique that extracts this information anyway. (Page 23)
The fix starts here
Yes, this guide is free. But the revenue you're losing to broken handoffs certainly is not.
Download today to get the AI frameworks, the failure modes and the four questions that will change how your leadership team thinks about post-sale operations – so you can stop fighting fires and start compounding results.
