The True Cost Of A Bad-Fit Customer And How To Walk Away w/ Shari Srebnick

We trace a marquee deal that imploded at handoff, then rebuild the path from close to value with practical fixes for alignment, multithreading, and fit. Along the way, we count the real cost to serve and explain why some logos deserve a respectful no.• sales and CS alignment around goals, metrics, and roles• lean handoffs with internal kickoff and joint success plans• multithreading the retention group beyond the buyer• measuring cost to serve against ARR and CAC recovery• recognizing bad-fit customers and when to walk away• replacing heroics with repeatable processes and enablement• integrated tools and shared insights across CRM and CSP• learning paths and resources for strategic CSM growthIf you got some value from this conversation, hit subscribe, leave a rating or review, and share it with someone who's also out there trying to build a better customer success or go-to-market strategy, even if it's messy along the way.Check out JoeDoesTechTouch.com and subscribe to our newsletter.🎙️ Guest: Shari SrebnickCustomer Success leader with 10+ years of experience📣 Find Shari:LinkedIn: https://www.linkedin.com/in/sharisrebnick/ 🔥 Topics Covered:🟣 A chaotic “drop-the-mic” deal and what it teaches about sales–CS alignment🟣 Why single-threaded deals and poor handoffs hurt time-to-value and churn risk🟣 How to escalate issues without finger-pointing🟣 Redesigning handoffs and internal kickoffs for stronger account plans🟣 When heroics hide deeper ICP or strategy problems🟣 Multi-threading post-sale and engaging the right contacts🟣 Understanding cost to serve, CAC, and profitable vs. unprofitable accounts🟣 Shared enablement between Sales and CS📚 Resources Mentioned:🟣 The Strategic Customer Success Manager — Lindsey’s top recommendation and team-wide read - https://www.amazon.com/Strategic-Customer-Success-Manager-Blueprint/🟣Multipliers - https://www.amazon.com/s?k=Multipliers&crid=XALJ7SZ10BK1&sprefix=multiplier%2Caps%2C175&ref=nb_sb_noss_1 🟣Impact Players: How to Take the Lead, Play Bigger, and Multiply Your Impact - https://www.amazon.com/Impact-Players-Take-Bigger-Multiply/ 🟣Lean Analytics: Use Data to Build a Better Startup Faster - 🌐 Website https://www.joedoestechtouch.com/📰 Subscribe to the JDTT Newsletter –  Get raw insights, no-fluff frameworks, and tech touch tactics straight to your inbox: https://www.joedoestechtouch.com/jdttnewsletter 🎙️ Be a Guest on the Podcast Have a CS horror story or digital-first strategy worth sharing? Submit to be a guest:https://www.joedoestechtouch.com/podcast 🔗 Connect with Joe on LinkedIn https://www.linkedin.com/in/josephdigrande📺 Watch Full Episodes on YouTube: https://www.youtube.com/channel/UCaH58ojbaWym4ej_PedQ4Fw_______________________________Tools:Logitech Creators Blue Yeti USB Microphone: https://amzn.to/4nHOFDNLogitech Brio 4K Webcam: https://amzn.to/3GtKsmxSony WH-1000XM4 Noise Cancelling Wireless Headphones: https://amzn.to/44Q0xv4Apple 2024 MacBook Pro Laptop: https://amzn.to/4lH6u3W