CS100 – Are You Listening to Your Best Customers?

2025 CS100 Summit Speaker – Jill Sawatzky (EVP & Chief Customer Officer at Thought Industries)

In this session at the 2025 CS100 Summit, Jill Sawatzky makes a compelling case that one of the biggest risks to retention and expansion is the growing gap between customer expectations and actual value realized.

Jill explains why net revenue retention is ultimately a perception challenge and how your best customers are already telling you exactly how to close the value realization gap — if you know how to listen.

In this session, you’ll learn:

• Why the value realization gap is one of the biggest threats to retention
• How customer expectations and realized value drift apart over time
• What defines a “best customer” and why they matter more than averages
• How product adoption, segmentation, and education close the value gap
• How customer education directly drives loyalty, advocacy, and growth

Jill also shares lessons from high-performing organizations on how to identify best customers, amplify their success, and scale value realization across the customer journey.

As SaaS growth increasingly depends on retention and expansion, this session offers a practical framework for turning customer insight into action and making value realization a core operating discipline.

‍The CS100 Summit is presented by ClientSuccess, the leading post-sales CRM for B2B SaaS companies. CS100 brings together customer success leaders from across the industry to share real-world frameworks, leadership lessons, and practical strategies for driving retention, expansion, and long-term growth.