The Journey: #78: CS Is Not Set It and Forget It
Here's the thing about building a great customer success program: everyone wants credit for building it, and almost nobody wants to keep checking if it still works. Leaders love to point at the process they stood up two years ago like it's a trophy on a shelf, conveniently ignoring that headcount changed, the tools changed, the customer base changed, and the process definitely did not keep up with any of it. And let's be honest, auditing your own org is not fun, because it means admitting that something you built might need to change, or worse, admitting you haven't actually looked closely enough in a while to know one way or the other.
