Christy Faltorusso

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.