What if your most well-intentioned outreach is actually turning customers off? In this episode, Brian Hansen joins Alyssa to unpack the blind spots in post-sale relationships—and why so many Customer Success teams are stuck delivering “value” that no one asked for. They explore how to stop checking boxes and start building trust, with real talk on AI, authenticity, and the metrics that actually matter. If you’ve ever been ghosted by a customer, this one’s for you.
Brian Hansen is the founder of Brian Hansen Consulting, where he helps companies tighten their post-sale revenue strategies. His work focuses on improving retention and expansion with best-fit customers while creating feedback loops that make Product, Sales, and Marketing more effective.

Main Topics Covered:
The OME Framework – Outcomes, Measurements, and Expectations as a practical way to track value

Human-Centered CS in an AI World – Why automation should enable relationships, not replace them

Multithreading & Metrics That Matter – How to avoid last-minute churn and truly partner with customers

Key Takeaways:

• You don’t get to define what’s valuable—your customer does
• AI should make humans better, not irrelevant
• The CFO may not be in your meetings, but they’re deciding your renewal

Resources & Links Mentioned:

• Brian Hansen’s Website: brianhansenconsulting.com
• Connect with Brian on LinkedIn: linkedin.com/in/bhansenconsulting

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