Ep 66: You're Spending to Replace Customers You Could Have Kept (w/ Lukas Alexander)

Revenue Rewired · Jun 25, 2026 · 38m

Every dollar spent winning a new customer is a dollar you didn't need to spend if you'd kept the last one.

In this episode, Sarah Shepard sits down with Lukas Alexander, VP of Customer Success at ChurnZero, to unpack why retention still gets treated like an afterthought while acquisition gets the spotlight, the budget, and the slide decks. Lukas breaks down the CS Operating System, the real difference between GRR and NRR, and where AI belongs on the human track versus the digital track.

If your team is bleeding revenue through the back door, this conversation reframes exactly where to look…