This is Growth! Growth Pill: One Relationship Away from Losing the Account
6 snips
Dec 3, 2025 CSMs often make the mistake of relying on just one relationship, putting their account at risk if that person leaves. Learn how to build multi-threaded connections with several champions within an organization. Elevate your discussions by focusing on value and expansion opportunities instead of just tasks. Get practical tips on leveraging your existing champion to identify other key stakeholders. Plus, discover the importance of having a ready-to-run value story to ensure smooth onboarding of new contacts.
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Single Relationship Is A Business Risk
- A single strong relationship inside a customer is fragile and puts the contract at risk.
- Daphne Costa Lopes has repeatedly seen accounts crumble when that single contact leaves.
Decade-Long Pattern Of Single-Threading
- Daphne Costa Lopes describes watching CSMs invest everything into one contact for over a decade.
- She calls the resulting fragile connection a "single-threaded relationship."
Build Multi-Threaded Relationships
- Build multiple points of contact so the account isn't dependent on one person.
- Create advocates and champions across the customer's organization to protect retention.