What does all this have to do with Customer Success (CS)? In today’s market, where Net Revenue Retention is a leading valuation metric and companies are prioritizing efficient and durable growth, companies that have a proven risk management process in place will retain more customers. He essentially explained the old army adage: The more you sweat in peace, the less you bleed in war. What separates the elite operators is their thorough preparation or the ‘practiced plan’ for the foreseen risk and their ability to adapt to unforeseen risks. In his memoir, Charlie Beckwith, the founder of the US Army’s Elite Delta Force, stated that risk is inherent to any job worth doing.
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