A Single Leader For The Full Customer Journey
FranConnect named Adam Walton Chief Customer Officer on October 7, 2025.
He will lead Customer Success, Professional Services, and Education worldwide—uniting every step from onboarding to long-term value under one leader. (Source: FranConnect)
Why It Matters For CS Leaders
Cleaner value delivery
One owner means fewer handoffs, faster time-to-value, and clearer accountability for outcomes.
Revenue focus
Services and education sit with success, so pricing, packaging, and delivery can align to renewal and expansion.
AI with teeth
FranConnect has rolled out AI products like Frannie AI™, Optik IQ™, FranConnect GO, and more. With a CCO over the full journey, AI can power predictive health, next-best actions, and playbooks that actually save revenue—not just dashboards.
What You Can Do This Quarter
If your own org is feeling the seams, start small and ship fast:
Fix the handoff friction using my 6-question sales-to-CS handoff framework; it cuts noise and speeds first value (read the guide).
Tighten onboarding to stop silent churn; my onboarding fix shows the 30-day quick-win plan (get the playbook).
Build a durable CS playbook so every customer gets the same great experience (use the template).
Strengthen your churn analysis so you act earlier and smarter (see the retention guide).
Want the AI angle? Use my 30-day AI plan for CS to turn signals into actions (start here).
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🔐Implementation Blueprint: Unite CS, Services & Education In 30 Days
Goal: compress time-to-value, raise NRR, and make AI actionable—without a reorg that takes a year.