Impact of not tracking customer goals

Most companies say they want to scale Customer Success.What they actually do is strip it of impact.In this Growth Pill, I call out the real reason scaled CS lags high touch by 5 to 10 retention points.Most teams still have no idea what their customers are trying to achieve.No goals. No progress tracking. No ability to tailor anything that moves the needle.The fix is straightforward:• Know the goal• Track it in product• Use AI to guide every customer individuallyIf CS is going to scale without bleeding retention, this is how we need to do it.