That’s the word I want you to sit with today.
Imagine you’re the Chief Customer Officer (CCO) of a scaling $22M managed services firm. The Quarterly Business Review (QBR) just wrapped. Net Promoter Score (NPS) green. Customer Satisfaction (CSAT) green. New product launched. Churn up slightly — nothing out of the ordinary. The CFO seems fine.
Your top advocate used to reply in an hour. Now it’s been three weeks.
A pattern spotter. An industry leader. A coveted logo for the scaling $22M technology firm. The quiet is deafening.
You have insight. The CFO wants facts. So you ask the CFO: what is the value of a logo that drove 30% of last year’s revenue?
That silence isn’t a feeling. It’s unquantified value. And it’s findable.
This is a GTM blind spot, not a Customer Success problem.
Naming it identifies the friction. The signal drives CCO andCFO alignment.
Ready to address the friction? Check out the Market Readiness Assessment.
