Archive - The CS Cafe Newsletter

Enterprise Renewals Just Got More Security Driven

Google’s $32B Wiz deal is not just security news. It signals a new renewal risk for Customer Success: silent trust debt.

Mar 12 • Hakan Ozturk | The CS Café

The CS Coverage Mistake That Quietly Hurts Renewals

Great CS teams do not manage every account equally. Here’s the portfolio model CS and revenue leaders can use to protect GRR, NRR, and exec trust.

Mar 10 • Hakan Ozturk | The CS Café

Renewal Is Not The Win. Longer Terms Are

Most CS teams chase renewal. The best ones earn longer commitments earlier by building proof, trust, and operational dependence first.

Mar 10 • Hakan Ozturk | The CS Café

Why Enterprise Renewals Fail Before The Renewal Call

Healthy accounts still churn when SSO, SCIM, audit logs, and IT ownership are ignored too long. The real renewal risk starts months earlier.

Mar 7 • Hakan Ozturk | The CS Café

SAP Just Ended The CS Handoff Playbook

SAP unified CS + Delivery under one CCO. The era of handoffs is over. Here's the 4-part framework every CS leader needs before this model arrives at…

Mar 5 • Hakan Ozturk | The CS Café

The Friday Ritual That Prevents Renewal Surprises

Stop saying “customers are frustrated.” Walk in with volume, ARR, renewal timing, and a recommendation. This script changes Product meetings.

Mar 4 • Hakan Ozturk | The CS Café

What Does Your CSM Say When The Churn Flag Fires?

Most CS teams have cracked churn detection. Almost none have a system for diagnosing why a customer is upset before outreach. This framework closes that…

Mar 1 • Hakan Ozturk | The CS Café

February 2026

Stop Counting QBRs. Start Counting Decisions.

QBR volume is a vanity KPI. Use decision rate, risk retirement, and tiered cadence to restore signal and prevent renewal surprises.

Feb 25 • Hakan Ozturk | The CS Café

The ARR Per CSM Metric That Gets Headcount Approved

Run a 10-minute ARR/CSM audit, spot danger zones, then use the Boardroom Package to turn capacity into a revenue-at-risk decision leaders fund.

Feb 22 • Hakan Ozturk | The CS Café

The CS Playbook For Making AI Agents Renewal-Safe (Templates Inside)

AI agents impress in week 2. They lose customers in week 20. Here's the CS + revenue playbook to make agentic AI boring, predictable, and renewal-safe.

Feb 20 • Hakan Ozturk | The CS Café

Org Charts Don't Protect Revenue. Operating Models Do.

Sales demos Feature X. CS onboards Feature Y. Support docs say Feature Z. The customer renews at 60%. Here's the operating model that fixes it + an…

Feb 18 • Hakan Ozturk | The CS Café

Two Lanes, One Truth: The Post-Sale Fix

Support is speed. Success is change. Blend them and you blend accountability. Here’s the two-lane model and Truth layer that fixes renewals.

Feb 16 • Hakan Ozturk | The CS Café

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