Are your customers getting value fast enough?

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Hey CS Pro,

If your customer goes silent right after onboarding…it’s not a coincidence.

They probably never reached value. And in this week’s episode, I break down exactly how to fix that.

This one’s a must-listen if you’re trying to drive renewals, not just react to churn.

But first, today’s sponsor

↓

Want to become your CS team’s secret weapon?

What if I told you that most CSMs don’t get promoted or hit targets because they’re stuck reacting instead of driving real outcomes?

On Thursday, July 10, I’m hosting a free live masterclass to help you fix that…

The CS Revenue Framework: 3 Steps That Show Value to Your Customers

I’ll show you how to:

• Shift from reactive to strategic

• Prove value without needing a perfect product

• Turn every renewal into an upsell opportunity

It’s everything I wish I knew earlier in my CS career.

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Time to Value is not a checklist

TTV is not about ticking boxes. It’s not about completing onboarding. And it’s not about what you think value looks like.

TTV is about how fast your customer experiences their version of success.

Here’s the reality:

If that moment takes too long, you’ll lose stakeholder buy-in. You’ll lose momentum. And eventually… you’ll lose the customer.

And the kicker? Most CSMs don’t define value. They don’t track it. They don’t accelerate it.

That’s a recipe for churn.

Instead, your job is to define value early, make it measurable, and drive toward that first win as quickly as possible. One goal. 30 days. That’s it.

The most common TTV mistakes (and how to fix them)

So where are CS teams going wrong? Let’s get real for a second…

1. Generic onboarding

   If your SMB and Enterprise customers get the same onboarding playbook, you’re already behind. One size fits all slows down time to value.

2. Assuming value without asking

   Don’t guess what your customers care about. Ask them directly. Then validate your internal goals against theirs.

3. Overloading customers

   Too much too soon creates confusion, not clarity. Start simple. Build confidence. Then add complexity.

4. Going it alone

   You can’t do this solo. Bring in product, onboarding, sales, and whoever you need. Time to value is a team sport.

Want to reduce TTV?

Start by asking your customer on Day 1:

Now, make that your north star.

The Success Plan That Actually Works

You’ve got your 30-day goal. Now what?

Build a value milestone map, not a to-do list. Every step should tie back to that customer outcome. If it doesn’t, cut it.

Then, plug those milestones into a living success plan. This isn’t just for QBRs. It’s a weekly proof of progress.

Every call should show:

✔️ What we said we’d do

✔️ What we actually did

✔️ How it ties to the outcome

Share weekly wins with your champion. Even better, with your executive sponsor. Keep the momentum alive.

And here’s your mindset shift:

Your job isn’t to serve the menu.

It’s to deliver the dish, fast, and satisfying.

Because customers don’t stay for good onboarding… they stay for fast value.

3 Takeaways

1. Define value with the customer, not for them

Internal goals are a starting point, not the finish line. Value only matters when it’s meaningful to your customer.

2. Avoid over-engineering early milestones

Your customers are busy. Aim for one quick win in the first 30 days. Keep it clear, measurable, and focused.

3. TTV is a company sport

Stop trying to do everything yourself. Bring in sales, onboarding, and product early to reduce bottlenecks and accelerate impact.

That’s it for this week! If you want to hear all of my tips on showing value early.

Have a listen to the latest podcast:

That's all for now.

If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika