Pivoting from acquisition-first to customer-first revenue growth

“Churn is bad, and what we’ve been doing is not working.” This is the most common challenge revenue and customer success leaders face in 2025. The solution: businesses are shifting from an acquisition-first to a customer-first motion to retain and grow revenue from the install base. This is customer-led growth. But, for it to be successful and sustainable, customer-led growth must be a company-wide initiative. Michael Harnum, CEO of ESG, and Chris Dishman, SVP of Global Customer Success at Totango, will share tactical practices of how revenue leaders are driving this pivot within their organization, and how a combination of customer success software and change management support is superior to achieving quick time to value for both the business and it’s customers..