Why Your Customers Are Not “Seeing the Value” (And How To Fix It With The Value Realization Framework)

CS RevSpeak - The Podcast for the Revenue-Driven Customer Success Leader

In this episode, we’re breaking down why customers who seem “healthy” can still churn, downsell, or push back hard at renewal. Sometimes the truth is value isn’t being delivered in a meaningful way. But more often, value is there, and the real problem is that your customer can’t clearly see it, articulate it, and defend it in the language their leadership and CFO actually care about.

You’ll learn:
✔ Why value delivered and value realized are not the same thing
✔ Why budget cuts are rarely a cost issue and almost always a value issue
✔ Why usage metrics alone don’t win renewals (and what outcomes do)
✔ The 3 mistakes CS teams make that weaken value narratives
✔ A simple system for operationalizing value so customers can prove ROI all year long

Ways I Can Help You Level Up Customer Success:

1. Value Realization Framework Online Course: Install a repeatable system your team can run: deliver value, prove outcomes, and drive retention and expansion. Self-paced with ready-to-use templates. Learn more.
2. Newsletter: Practical, revenue-driven CS strategies in your inbox. No fluff. Subscribe here.
3. 1:1 Coaching: Hands-on guidance to roll out value realization in your org. Book a free consult call.

For more information, visit my website: Explore more resources and insights. CS RevSpeak

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Until next time, keep driving success and speaking the language of revenue!