GTM News Desk · 2026-03-31 · 48 min
How do you create lasting customer loyalty in a world dominated by AI and rapid change? What’s the real key to driving growth without relying on vanity metrics like NPS and adoption? What if your customer success strategy was more than just numbers? Keith Frankel , CEO of Totango , shares his bold approach to customer success and growth. He explains why traditional metrics fall short and reveals how businesses can shift from product-driven to customer-led growth. Keith delves into the concept of value-driven alignment and discusses how AI is shaping the future of customer success. The conversation also tackles a broader shift in SaaS: if AI makes product features easy to replicate, companies will need new ways to stand out. Keith believes the answer isn’t product; it’s culture and operating DNA.
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