The True Cost Of A Bad-Fit Customer And How To Walk Away w/ Shari Srebnick

Episode notes

We trace a marquee deal that imploded at handoff, then rebuild the path from close to value with practical fixes for alignment, multithreading, and fit. Along the way, we count the real cost to serve and explain why some logos deserve a respectful no. • sales and CS alignment around goals, metrics, and roles • lean handoffs with internal kickoff and joint success plans • multithreading the retention group beyond the buyer • measuring cost to serve against ARR and CAC recovery • recognizing bad-fit customers and when to walk away • replacing heroics with repeatable processes and enablement • integrated tools and shared insights across CRM and CSP • learning paths and resources for strategic CSM growth If you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way. Check out JoeDoesTechTouch.com and