"The mistake everybody makes when they're thinking about customer risk is they almost always look at lagging indicators. The mistake everyone makes in onboarding is they've correctly caught hold of the right idea, which is time to value — but then they try to compress what the customer should actually learn. The mistake everybody makes is they start with themselves and their product and they try to frame themselves onto the customer."
Why it matters
Most CS, sales, and RevOps advice describes what successful teams do. Jeff's contribution is the inverse: identifying the dominant common practice that prevents teams from becoming successful in the first place.