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EP027: The 7 CS Capabilities Every Team Must Own
Jeff and Jay get honest about where the Chief Customer Officer podcast lost its spark—and what reignited it: a seven-capability framework for post-sale teams that cuts through the roles-and-titles noise. Support, onboarding, adoption, engagement, feedback, renewal, expansion. The fundamentals haven't changed. But how you build for them—and where AI fits in—has everything to do with what kind of CS org you'll have in two years.
KEY TAKEAWAYS
Capabilities beat titles: Whether you call them CSMs, TAMs, or revenue architects, what matters is which capability is being delivered—not what the role…
The skinny
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