Hi, Markus here. Welcome to a new episode of the Customer-Value-Led-Growth Newsletter.
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What if CS was never meant to win?
I came across this post from Alexandra Sagaydak on LinkedIn this week. It’s the clearest breakdown of the struggles coming from the outside that CSM teams face that you can find.
When I started posting on LinkedIn in Fall 2020, I wrote about this regularly. I hoped that it would become a wake-up call for CEOs and COOs. More than 5 years later, that hope has vanished.
If CSM teams want to see those things change, it’s up to them to make it happen. The problem is that they have no authority over any other team (unlike a CEO or COO). Making it infinitely harder.
If you don’t have authority, the only alternative angle is influence. Influence on who gets acquired. Influence on what features are built. You get it. And most CSM teams have very little of it.
One of the top priorities in 2026 must be to grow it substantially. How can you do it? The answer: Quantify the costs of misalignment. The costs of
Acquiring the wrong customers
Building the wrong features.
Setting unrealistic expectations
Fixing bugs too slow
Pricing that does not align with how customers grow
This is the language your leadership understands and acts upon.
Read the full post by clicking on the link at the beginning, and don’t forget to follow Alexandra for more powerful insights.
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