During the webinar, Theresa Tan, Senior Associate at Salamander Advisory, will explore why this gap persists, examining the often overlooked adoption challenge and why customer usage remains one of the clearest indicators of long-term commercial success.

While many organisations have established Customer Success functions, these teams are often focused on monitoring customer health rather than actively driving revenue outcomes.

Drawing on the Land, Adopt, Expand, Renew (LAER) model, Theresa shares practical insights on how companies can move beyond passive account management, translate product usage into expansion opportunities, and build stronger, more predictable renewal pipelines.