Jennifer Cramer, VP of Customer Success at Planhat - Is all churn bad?
The Customer Success Channel
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The Importance of Customer Fit in the Sales Cycle
If you can't deliver on what was sold, you're red before you even implement in my opinion. Red is just a flag that says someone needs to take extra care here. And I bet if you speak to 100 CSMs, 50 of them would say yes. Wow, that does sound a bit taboo even when I say it out loud but I think it can totally happen.
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