In today's landscape, growth at all costs is a thing of the past. Limitless funding rounds are no longer available, and buyers do not have unrestricted budgets. By this time in 2024, everyone is in on what Catalyst has been saying all along: customers need to be the foundation for growth.
We are now in a customer-led world.
However, today's go-to-market strategies are not designed to drive customer-led growth. They come from the era of looser budgets and straightforward software renewals. They have been institutionalized with tools that have not kept up with the realities of today. Since 2022, industry-wide declines in retention and expansion rates indicate that times have changed.
This means customer success practices must evolve, and yesterday's tools don't solve today's problems. You need more to succeed, and businesses can no longer survive if they don't deliver customer value quickly and on a recurring basis.