Key Takeaways:

• The "Accidental" salesperson: Why expecting CS to drive revenue without "safe space" training creates a culture of fear and churn.
• Stop practicing on clients: The absurdity of passive learning and why role-playing with a cat is a symptom of broken enablement.
• The "Seamless Handoff" myth: How the friction between Sales and CS creates immediate distrust and forces customers to repeat themselves.
• Kill the SKO: Why the shift to an RKO is non-negotiable for unifying the commercial engine.
• Emotional intelligence is always better than artificial: Why you cannot "copy and paste" a customer journey from artificial intelligence (AI) tools, and the necessity of human emotion.

Key Talking Points:

• The NRR crisis: Why 58% of companies are seeing retention slide despite best efforts.
• The "Usage Consistency" Metric: Why volatility is a better predictor of churn than volume.
• The six natural cohorts: Identifying the specific behavioral clusters from "Explorers" to "Strugglers."
• Engineering growth: How specific "growth features" drive customers into higher-value cohorts.
• Bridging the gap: Using telemetry signals to coordinate AM and CSM plays for expansion.

Key Talking Points:

• The "Living Constitution" framework: Why playbooks must be dynamic and accessible in the flow of work.
• The "Jet Simulator" shift: Using AI avatars to build muscle memory without burning leads.
• Scale via DSRs: How Digital Sales Rooms allow sellers to manage "10 fishing poles" instead of one.
• Deliberate coaching: How AI frees managers from administrative burden to focus on high-leverage skill transfer.
• Onboarding velocity: Helping new hires "walk in working" through curated digital streams.

Unpack why negotiation actually begins in discovery—not at the contract stage—and how sellers can replace charm-based tactics with a disciplined, leverage-driven commercial process.