The Customer UnSuccess Podcast The Silent Competitor: How One Client Deployed a Rival Solution Under the Radar w/ Kristi Faltorusso
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Sep 22, 2025 
In this engaging discussion, Christy Faltorusso, a seasoned customer success leader and Chief Customer Officer, reveals the lurking dangers of competitive churn. She illustrates how Customer Success teams often lack the awareness to protect their accounts, highlighting a flagship client that silently migrated to a competitor. Christy stresses the importance of monitoring customer language and subtle cues, and warns against the pitfalls of slashing prices. With strategic insights on defensive playbooks, she empowers listeners to stay vigilant against sneaky rival tactics.
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Hidden Replacement Caused Sudden Loss
- A flagship enterprise customer quietly built a competitor solution for a year and flipped the switch at renewal.
- Christy Faltorusso and her CSM were blindsided despite healthy usage signals and engagement.
Existing Customers Are High-Value Targets
- Customers who already purchased are prime targets because they have budget and a clear pain.
- Competitors actively hunt existing customer bases rather than waiting for new deals.
Bring Product In On Roadmap Asks
- Involve product and executives early when large customers raise roadmap requests.
- Do discovery to understand use cases and prioritize fixes before competitors exploit gaps.