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Book
The Adoption Gap: Where Customer Success & Product Fall Short in the AI Age
Most B2B SaaS companies are bleeding revenue through an adoption gap that their CS and Product teams can't close, no matter how hard they work.
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Chapter
1
The Blame Game Nobody Wins
Your Product team is shipping features customers asked for. Your Customer Success team is working around the clock to keep accounts healthy. Yet somehow, adoption is stagnant, expansion revenue is underperforming, and your teams are pointing fingers at each other.
Chapter
2
The Core Problem: A Structural Mismatch
The CSM-PM relationship breaks down because organizations set these teams up to fail from day one. Let's break down why.
Chapter
3
Anatomy of a Failed Feature Launch
The typical broken process fails in both directions. Sometimes the CSM pushes for a feature because a buyer requested it—often with a deadline attached.
Chapter
4
Bridging the Gap: A New Approach to Adoption
In an age where adoption is more important than ever—as new AI companies are started every day and AI has meant that delivery is no longer the bottleneck—adoption of features has become the critical differentiator.
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