The Revenue Formula Why no one cares about CS (w/ Mallory Lee)
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Nov 25, 2025 Mallory Lee, a seasoned VP of Revenue Operations and customer success guru, dives into the often-overlooked realm of Customer Success. She argues that companies must prioritize retention over acquisition to boost profitability. The discussion reveals how monitoring product usage signals can proactively prevent churn. Mallory also emphasizes the importance of maintaining customer context and treating renewals like a sales cycle. With insights on gamification and nurturing power users, this chat is a treasure trove for those looking to enhance customer loyalty.
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Urgency Bias Favors New Business
- Companies obsess over new business because it feels urgent, while retention feels less urgent until a customer churns.
- Improving retention by a few points is far more profitable and efficient than constant new acquisition.
Automate Handoffs And Shared Language
- Align sales and onboarding language so the customer hears the same story across teams.
- Automate capturing the customer's goals in the CRM so they never repeat themselves.
Context Loss From Turnover Is Critical
- Personnel changes create context loss both on vendor and customer sides, increasing churn risk.
- Monitoring customer signals like hiring or role changes helps prompt proactive CS outreach.