Send us a textHere are the core areas we discuss in today's episode:1: The Rock Bottom Revelation: From Rejection to RevenueAndrea opens with the powerful story of how repeated rejections led to her breakthrough business model. After being declined by four companies—including two where she was the only candidate, she discovered a fundamental market truth."I realized 2 things. One, I realize that companies don't want to commit, especially not to a senior leader right now... unless a company can be 100% sure that they have their right candidate, this is the right leader that will take them to the next level they don't want to commit. They would rather not hire."2: The 15-Minute QBR Revolution: Solving Executive AttendanceAndrea's breakthrough came from a simple question during a customer success training: "How do I get executives to attend my QBRs?" Her response sparked a viral movement that's changing how CS teams approach customer engagement. "Why don't you just do it in 15 min? Every executive leader has 15 min. You can get an executive to agree to a 15 min meeting... but when you get that 15 min you better have something of value to deliver right? And when an executive is talking with a vendor, the only question they truly want to answer in that conversation is, Am I getting value or impact from your solution, and should I keep spending money on it?" 3. Emotion Over Data: The Psychology of Customer RetentionOne of Andrea's most powerful insights challenges the data-first mentality that dominates customer success. She emphasizes that emotional connections often matter more than spreadsheets when it comes to renewals. "The emotional reasons behind why people buy are actually stronger than the rational reasons. Right? We buy for emotional reasons. And we back it up with data. But it's emotion first... if a customer purchased your product for an emotional reason, but we're only tracking data, and then we go into the conversation right at renewal and we're putting data out there again. But they purchase for an emotional reason. Where's that reason?"4. The Camera Presence Revolution: How You Show Up MattersAndrea has pioneered an often-overlooked aspect of customer success: training teams on their virtual presence. In a post-COVID world where most interactions happen via video, how CS teams show up on camera directly impacts renewal outcomes. "Lately I have spent more time than ever training CS leaders and CSMs... how to show up on cam... we experiment with lighting, we experiment with camera positioning, we experiment with using gestures and our hands. We experiment with smiling more and having more expressions... if they show up to a conversation with poor lighting, where you can only see half their face... I don't care how good they are, they are not connecting."5. Customer Success as Revenue Engine: Sitting on All the MoneyAndrea reframes customer success from a cost center to the revenue engine that "sits on all the money." Her approach to establishing CS value involves both mindset shifts and concrete financial modeling."Customer success sits on all the money. We sit on all the money. So you know we're what keeps the lights on. We're what keeps everything going... We pay people's salaries. Everything like we sit on all the money... and the company is relying on us to renew all that money and grow it right."Support the showLearn more at www.forceandfrictionpodcast.com

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