Latest / The Human Connection Podcast
Your Happiest Champion Won’t Defend You to Her CEO | Andrea Mulligan
“They’re going to use the product until they don’t, and then they’re going to leave.” — Andrea Mulligan
Your usage dashboard is green. Your NPS is fine. Your champion posts photos of her kids in your swag. None of that means they’re renewing. Full episode below.
Andrea Mulligan is a chief customer officer with 20+ years leading customer success, services, and support at VC- and PE-backed B2B SaaS companies. She’s lived through the moment every growth-stage leader dreads. Her loyalty-platform clients showed zero drop in usage before they churned, because they never turned the old system off…
The skinny
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