"Stop worrying about what matters to you. Instead, worry about what it means from the customer's angle."

Your customer success team has a dashboard full of green metrics — meetings held, follow-ups logged, usage numbers trending up. Your client is about to churn anyway, because not one of those numbers has anything to do with why they bought from you in the first place.

Jennifer Doty spent over 20 years in Fortune 100 executive roles, including leading large operations teams at MetLife, before reinventing her career around a simple idea: the beliefs driving your team's behavior matter more than the frameworks you hand them. She's now in operations leadership at a 120-person technology platform, where she's had to align sales, product, and customer success around metrics that actually mean something to the client — not just to whichever department owns the report.

What you'll walk away with:

• Why your CS metrics might be tracking activity instead of value — and the one reframe that fixes it
• How to align sales, product, and CS around a single metric, even at a size where "we're all in this together" stops working on its own
• The exact move to make when a client says "we don't see the value in this," instead of getting defensive
• Why curiosity — not having the answers — is the skill most CS reps are never actually taught
• How modeling vulnerability as a leader gets your team to surface real problems before they show up as a surprise churn

#H2H #HumanConnectionPodcast #ClientRetentionStrategies #B2BRelationships #StartupLeadership

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You can connect with Jennifer Doty here:

www.jenniferdoty.com

You can connect with Karl Pontau here:

www.vouchedconnections.com

www.thehumanconnectionpodcast.com

https://www.linkedin.com/in/kpontau

https://www.youtube.com/channel/UCUbf_bDWwB9KVrFn5Sj3u2w?sub_confirmation=1

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