The Year-Two Backlash: Neglected Customers Reevaluate Value

If your “growth strategy” is just pushing CSMs to sell, you don’t have a growth strategy. You have a churn problem waiting to happen.

In this clip, I break down why giving CSMs quotas and tying them to expansions backfires, and what GTM and CS leaders should do instead:
⭐ Protect the value layer⭐ Sequence value before growth⭐ Instrument value measurement

Customer growth isn’t about forcing CSMs to sell more. It’s about delivering so much value that upsell becomes the natural next step.