Three Customer Concentrations
Everyone watches the 48%-of-revenue logo. The two concentrations that quietly sink companies never show up on the board report at all.
Angle
Customer Success
5 posts
What Your Loudest Customer Costs
6 tickets a week, 4% of revenue, 40% of your team's attention. The math behind firing the loudest customer and serving the quiet majority.
Your Support Team Is Hitting Every SLA and Failing
Every SLA held: first response, resolution, CSAT. The open queue still doubled in a year, because none of those metrics measured backlog.
Don't trust the logo on your own homepage
Their logo was on the homepage. Their quote was in the deck. They had canceled six weeks before the marketing team noticed.
Signed Thursday, Forgotten Until Wednesday
Six days of silence after the wire cleared, and a $36,000 account decided the vendor stopped caring. It looked like churn. It was a handoff nobody owned.