Most companies don’t have a revenue problem, they have a process problem hidden in plain sight.
Alex sits down with Eddie Reynolds, CEO of Union Square Consulting, to unpack why growth so often stalls even when sales are strong. Through the lens of entrepreneurship and business strategy, Eddie explains how broken go-to-market systems, unclear ownership, and neglected post-sales
processes quietly drain both revenue and team wellbeing. Together, they explore why customer success teams drive the majority of profit yet rarely get the resources or recognition they deserve.
They dig into what operational maturity really looks like and how to get there—defining clear steps, tracking execution, and aligning leadership around shared goals. How do you measure the true impact of account management? What does it take to fix revenue leaks before chasing new business?
Eddie’s frameworks, the GTM Ops Decision Tree and the GTM Efficiency Pyramid, offer a roadmap for identifying what’s broken and where to focus first. His message is simple: sustainable success in entrepreneurship starts by tightening the systems that serve your existing customers and strengthening the operational wellbeing of your business.
Episode Breakdown:
00:00 Eddie Reynolds on Fixing Broken Go-To-Market Systems
02:23 Why Most Revenue Problems Are Really Process Problems
14:21 The Real Value of Customer Success and Account Management
22:03 Rethinking Organizational Design in Post-Sales Teams
26:08 Building Operational Maturity and Efficiency
35:30 Capacity Planning for Scalable Growth
39:00 Final Takeaways with Eddie Reynolds
Connect with Eddie Reynolds:
Visit the Union Square Consulting website
Tune in to the GTM Science Podcast
Connect with Eddie on LinkedIn
Connect with Alex Raymond:
Visit the AMplify website
Connect with Alex on LinkedIn
Podcast production and show notes provided by HiveCast.fm
