Three posts about renewal, expectations and the way large accounts behave.
Renewal is when you find out. The decision usually got made a year earlier, during an integration that went badly and never got properly fixed. Here is where it actually happens.
Most companies define their top customer segment by deal size. The useful definition is the one that actually predicts how the relationship will behave. Here is what Tier 1 really means, and why so many CS teams get it wrong.
Customer Success has a literature problem. Most of it was written for SaaS. Almost none of it survives contact with a Tier 1 enterprise customer in a regulated industry. Here is what actually breaks, and what to do about it.