Aditya Kothadiya

I read a study last week that made me pause – it analyzed conversations and concluded that churn is not a Customer Success problem. 😳 The top reasons? 28% product gaps. 26% poor customer experience. 25% sales and marketing overpromising. 10% implementation failures. Almost 75% tied to those first three buckets. The easy takeaway is this: “See? It’s a product. It’s sales. It’s not CS.” I don’t buy that. In fact, I think that mindset is exactly why churn happens. 1️⃣ When someone says “product gap,” what they’re really saying is the product team didn’t fully understand the customer’s real workflow, real friction, real desired outcome. And who lives closest to that reality every single day? Customer Success. Your CSMs are in the trenches. They see where users drop off. They should know which features customers ignore and which hacks they create outside your product. If that insight never makes it into product decisions, that’s not just a product problem. Product managers live in prioritization frameworks and roadmaps. But Customer Success lives in the customer’s world. As a CSM, your job is not to “file a ticket and hope.” Your job is to fight for improvement. To connect one feature request into a pattern across 10 accounts. To tell the bigger story. That’s influence. 2️⃣ Now let’s talk about implementation failures. Did we truly implement their workflow? Or did we just run training sessions and call it onboarding? Customers don’t have time to learn your product deeply. You do. You’re the expert. So why are we expecting them to do the heavy lifting? Real Customer Success is not feature education. It’s outcome implementation. 3️⃣ Now, sales overpromising. It’s easy to roll your eyes and say, “Sales sold something we don’t have.” But I’ve rarely seen sales promise something completely detached from reality. Most of the time, it’s adjacent. It’s a stretch. It’s an outcome that feels possible. So the real question becomes: do we understand what was promised? Was it a feature? Or was it a result? If it was a result, can we creatively deliver it another way? Can we configure differently? Can we combine workflows? Can we influence product to close the gap for a broader segment? Again, that requires ownership. Churn doesn’t belong to one department. It belongs to the company. But if Customer Success sits at the intersection of product, sales, and the customer, then CS has more leverage than anyone else to reduce it. Not by working harder. But by influencing better. By doing deeper discovery. By understanding what customers do before your product and after your product. By mapping the five other tools they use. And then by selling that insight internally. Because if you don’t sell the problem inside your company, it will never get prioritized. The CS team shouldn't be ticket passers. They should be outcome champions. The better question is: Why are you still debating org charts vs owning the customer’s outcomes?

Interesting. We found Claude worked better for long-form content, creating playbooks, strategy documents, etc. ChatGPT was also good, but it was creating very terse output – ideas were there, but very bullet point focused, few words, etc. Ideally, easy to read, but felt Claude was doing more detailed work for us. Will continue to test more. Maybe we will need to keep both subscriptions 🤪

@AdityaKothadiya Hi Aditya, We found in our testing that Claude Desktop performs better than ChatGPT for coding tasks. ChatGPT works better for writing / marketing tasks.

For the past month or two, I kept seeing people in my LinkedIn feed switching from ChatGPT to Claude. I ignored it every single time. Told myself it was just hype. That people love a new shiny thing. And then I finally made the switch myself. And now I feel a little stupid for waiting so long. This community has a way of quietly pointing you in the right direction. I should have listened earlier. Here’s what I had wrong in my head. ChatGPT is the market leader. OpenAI is massive. More funding, more data, more everything. So naturally, it has to be the best, right? I was a power user of ChatGPT. Loyal to it. I had used Claude before but never seriously. Never gave it a real shot. I think I just trusted the OpenAI brand. Felt safer sticking with the market leader. Felt like switching to the underdog was a risk not worth taking. Turns out that thinking was costing me every single day. Here’s what finally pushed me over the edge. 1️⃣ The account switching nightmare I had ChatGPT on my personal account and my org account. Every time I tried to switch between them on my phone, it just… didn’t work. Something so basic. So fixable. And completely ignored. That one frustration made me start paying closer attention to everything else. 2️⃣ ChatGPT was rationing its own output Every time I asked for a deep document, a research output, long form content, I got a summary of what I needed. It felt like the tool was consciously saving on output tokens at my expense. Claude did the opposite. Same prompt. Full document. One shot. No cutting corners. The depth, the detail, the thoroughness. It was just different. 3️⃣ Claude actually follows complex instructions The more layered and specific my prompts got, the more ChatGPT started drifting from what I asked. Claude stayed on track. Every time. When you’re running a team and using AI across multiple workflows, that consistency is everything. So we moved the whole team to Claude’s paid version. The feedback has been the same across the board. Faster. More thorough. More reliable. The lesson for me? The market leader is not always the best option. It just feels like the safest one. And that feeling is exactly what keeps you stuck. The underdog exists for a reason. Now I want to ask you something. Are you looking at your own tools and technology right now and making the exact same mistake I was?

Checked one of the videos, but the quality isn't great – especially for font spacing/formatting. Do you see the benefit in creating more content like this? Or do you see creating more high-quality content? This seems to be the SEO days again – create a bunch of keyword-based posts. I am inspired by your workflow, so I will give it a try, but I wanted to share the downside of all AI-generated content. Hope this feedback is useful so you can optimize your prompts and output quality.

CLAUDE CODE FOR NON-DEVS Claude code can do a LOT more than you think it can. I just learned it can make videos. I assumed I would need to hook it up to another tool or something but no, it can just make videos. I found this out by asking it to do more and more. Here's how this particular rabbit hole went . . . Can you pull a transcript from this youtube video for me? Can you suggest engaging clips from this longer video transcript? Can you connect to descript somehow to make these clips for me? (This is when I found out it didn't need to connect to descript, it could just make the clips! 😮 But here's where it gets really good . . . ) These clips are actually really boring, they're just a static slide with someone talking. Can you make this into an engaging presentation with animations? The answer was YES IT FREAKIN COULD! Then I played with feeding it exact styles and making improvements on the visual until I had a skill that could take any script (or of course, it could write one) and spit out a polished video. ALL NATIVE INSIDE CLAUDE CODE.

AI isn’t killing B2B SaaS. It’s forcing a rebirth. And that's why it's not comfortable. We all know: Buyers are more demanding. Customers are no longer forgiving. Competitors are more aggressive. Markets are more unstable. Everyone is asking: Why are we paying for software that sort of fits our needs when we can build what we exactly want? AI didn’t just lower the cost of building software. It changed how people think about what software should do for them. Teams that never imagined writing code are now stitching together tools, workflows, and dashboards in days. It’s not perfect, but it’s theirs. And once someone experiences that level of control, it’s very hard to go back. This is where the old SaaS playbook breaks. For years, software asked customers to adapt. Change your process. Train your team. Accept the constraints. That worked when building software was slow and expensive. It doesn’t work when your customer knows flexibility is possible. What’s happening now isn’t churn driven by price or features. It’s expectation mismatch. Customers aren’t comparing you to competitors. They’re comparing you to the idea that software should bend to them. And when a product is underused, it gets questioned. When it gets questioned, it gets cut. So what survives this rebirth? From what I’m seeing, three things still matter deeply. First, 𝗯𝗲𝗶𝗻𝗴 𝗮 𝘁𝗿𝘂𝗲 𝘀𝘆𝘀𝘁𝗲𝗺 𝗼𝗳 𝗿𝗲𝗰𝗼𝗿𝗱, 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁, 𝗮𝗻𝗱 𝗶𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 𝘁𝗼𝗴𝗲𝘁𝗵𝗲𝗿. When your platform is where data lives, and work actually happens, you become infrastructure, not a line item. That kind of gravity is hard to replace. Second, 𝘁𝗿𝘂𝘀𝘁, 𝘀𝗲𝗰𝘂𝗿𝗶𝘁𝘆, 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲, 𝗮𝗻𝗱 𝗿𝗲𝗹𝗶𝗮𝗯𝗶𝗹𝗶𝘁𝘆. The unsexy work that most DIY tools ignore until something breaks. Enterprises eventually care, even if they don’t say it upfront. Third, and this is the biggest shift, 𝗮𝗱𝗮𝗽𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆. The winners aren’t the products with the most features. They’re the ones that let customers shape the experience themselves. Not by hacking around the product, but by building directly on top of it. I’ve seen what happens when users are given that power. Adoption climbs. Engagement deepens. The product stops being something they tolerate and starts being something they rely on. That’s the rebirth. That's the mindset change we implemented in @AvomaInc, and we reduced our Logo Churn by over 50% in the last 6 months – the first time we've seen a consistent decline in the last 4 years. B2B SaaS isn’t dying. The idea that software should be rigid, prescriptive, and one-size-fits-all is what’s dying. The next generation of SaaS won’t just sell functionality. It will offer foundations and invite customers to build their business on top of them. So the real question is – whether you’re building for the old world, or helping your customers be reborn in the new one. #saas #customersuccess #churn

Hey @X can you stop recommending such useless posts?

Finding Grok to be more accurate and better in response quality than ChatGPT. Based on my last few days of activity, I've completely moved to Grok. And here I thought a year or so ago that OpenAI and ChatGPT were unbeatable. 🤨

@akothari Everyday feeling while building Avoma.com!

Blessed are those who get to build the products they love and use every day.

@jasonlk If you’re looking to migrate from Gong, we will do it for free and will migrate all your recordings and metadata too. 😊

I've talked to 3 different vendors in the past few weeks about switching to them None were really willing to help with the migration All said to just check in later when we could do it ourselves So, stick with the outdated but already in production vendor we will

𝗨𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 is not that difficult if you obsess over getting answers to these 10 questions.👇 Not a day goes by at Avoma where I haven't mentioned one of these questions to our team. Let it be if we're designing and building the product, or when we're promoting and marketing it to them, or when we're selling and servicing it to them. One thing that remains constant is – how well you understand your customer. Here are the top 10 questions I obsess over to get answers for our customers: 1️⃣ What's their 𝗿𝗼𝗹𝗲 𝗮𝗻𝗱 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝘆? What do they sell, and who do they sell to? 2️⃣ What does a 𝘁𝘆𝗽𝗶𝗰𝗮𝗹 𝗱𝗮𝘆 𝗶𝗻 𝘁𝗵𝗲𝗶𝗿 𝗹𝗶𝗳𝗲 look like? 3️⃣ What are the 𝘀𝗵𝗼𝗿𝘁-𝘁𝗲𝗿𝗺 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲𝘀 and obstacles they are facing now? 4️⃣ What 𝗹𝗼𝗻𝗴-𝘁𝗲𝗿𝗺 𝗴𝗼𝗮𝗹𝘀 and aspirations are they most worried about? 5️⃣ What 𝘁𝗿𝗲𝗻𝗱𝘀 𝗼𝗿 𝗰𝗵𝗮𝗻𝗴𝗲𝘀 𝗶𝗻 𝘁𝗵𝗲𝗶𝗿 𝗺𝗮𝗿𝗸𝗲𝘁 are affecting them the most right now? 6️⃣ What 𝗺𝗼𝘁𝗶𝘃𝗮𝘁𝗲𝘀 𝘁𝗵𝗲𝗺 to learn and try new skills or things? 7️⃣ How do they usually 𝗺𝗮𝗸𝗲 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝘁 𝗱𝗲𝗰𝗶𝘀𝗶𝗼𝗻𝘀? Who or what influences them the most? 8️⃣ What do they 𝗴𝗲𝘁 𝗮𝗻𝗴𝗿𝘆 𝗮𝗯𝗼𝘂𝘁? What frustrates them the most? 9️⃣ What are they 𝗺𝗼𝘀𝘁 𝗮𝗳𝗿𝗮𝗶𝗱 𝗼𝗳? What do they try to avoid? 🔟 What 𝗯𝗶𝗮𝘀𝗲𝘀 typically do they have? The goal is to 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱 𝘁𝗵𝗲𝗺. You can't influence or sell them effectively if you genuinely don't understand them. The most common advice is – walk into your customers' shoes for a mile. At Avoma, we say – wear your customers' attire and be them for a month.

I woke up feeling inspired this weekend and realized we don't talk about it enough—being inspired is a productivity amplifier. When you’re motivated and inspired, you feel unstoppable. It feels like you can get 2 weeks of work done in 24 hours. Maybe that's the secret or hack to get more done in less—find inspiration. Inspiration can come from any person, place, or moment. And when you find an inspiration, you need to grab it before it disappears. Act on it. Let it fuel your drive and execution. And then find more ways to get inspired. You need to seek it daily. And when you're inspired, don't forget to inspire others as well. You'll get more inspired by seeing their progress. Inspiration is infectious and a productivity multiplier. Have an inspiring weekend, everyone! 🙌🫶

People confuse 𝗵𝘂𝘀𝘁𝗹𝗲 for burning midnight oil and long hours. But here's why that might be the wrong way to think about it. Hustle is not only about slogging 12-16 hours a day. Sometimes it is. But there is more to it. It’s about being 𝗳𝘂𝗹𝗹𝘆 𝗲𝗻𝗴𝗮𝗴𝗲𝗱 𝗶𝗻 𝘁𝗵𝗲 𝗺𝗶𝘀𝘀𝗶𝗼𝗻. It’s about 𝗯𝗲𝗶𝗻𝗴 𝘁𝗵𝗲 𝗱𝗿𝗶𝘃𝗲𝗿 and not just the passenger. It’s about 𝗮𝗰𝗰𝗼𝘂𝗻𝘁𝗮𝗯𝗶𝗹𝗶𝘁𝘆, not excuses. It’s about 𝗶𝗻𝘀𝗽𝗶𝗿𝗶𝗻𝗴 𝗼𝘁𝗵𝗲𝗿𝘀 with positive energy, not draining them with pessimism. It’s about 𝗰𝗮𝗿𝗶𝗻𝗴 𝗱𝗲𝗲𝗽𝗹𝘆 𝗳𝗼𝗿 𝘆𝗼𝘂𝗿 𝗰𝗿𝗮𝗳𝘁 and giving more than 100%. It’s about 𝗿𝗮𝗶𝘀𝗶𝗻𝗴 𝘁𝗵𝗲 𝗯𝗮𝗿 every single time you execute. So yes, sometimes, hustle means doing 𝗯𝗲𝘆𝗼𝗻𝗱 𝟵-𝘁𝗼-𝟱. But it also means doing 𝗯𝗲𝘁𝘁𝗲𝗿 𝟵-𝘁𝗼-𝟱. Startups with high growth ambition demand high intensity. If you want to 2x revenue, you need to 2x the energy and accountability – not 2x hours. Think about it – are you truly hustling – or just putting in more hours? #startup #hustle #grind

I've been working with a few prospects in my pipeline who are trying to save pennies that are costing them millions. I'm not exaggerating. Some of these buyers have been in my pipeline for 1-1.5 years. They haven't gone with any competitors yet. They didn't make decisions initially due to budget constraints and cheaper pricing needs. Now, there are more organizational changes, with key people leaving, priorities changing, etc. What still hasn't changed is that their team is struggling with productivity and performance. On the other hand, some buyers are actively evaluating other competitors, but they've been doing so for more than 4-5 months. They are spending months haggling for discounts or chasing the lowest price. Discounts aren’t evil—everyone loves a good deal. But the time you lose could be your biggest expense. Every hour spent negotiating could be an hour spent generating value. And every project delay is a window of opportunity lost. We often praise the “penny pinchers” for protecting budgets. But they might be costing you big in missed growth and momentum. This AI world is moving faster than ever. Your decisions must keep pace. Here are three tips to help you strike the right balance: 1️⃣ 𝗧𝗵𝗶𝗻𝗸 "𝘁𝗼𝘁𝗮𝗹 𝘃𝗮𝗹𝘂𝗲", 𝗻𝗼𝘁 𝗷𝘂𝘀𝘁 "𝗽𝗿𝗶𝗰𝗲" Look beyond the invoice. Factor in time-to-implement, scalability, and the broader impact on your business. 2️⃣ 𝗖𝗿𝗲𝗮𝘁𝗲 𝗱𝗲𝗰𝗶𝘀𝗶𝗼𝗻 𝘁𝗶𝗺𝗲𝗹𝗶𝗻𝗲𝘀 𝗮𝗻𝗱 𝗯𝗼𝘂𝗻𝗱𝗮𝗿𝗶𝗲𝘀 Set clear, realistic deadlines. Make it known who can sign off and what criteria drive the choice—no endless back-and-forth. 3️⃣ 𝗣𝗮𝗿𝘁𝗻𝗲𝗿 𝗳𝗼𝗿 𝗹𝗼𝗻𝗴-𝘁𝗲𝗿𝗺 𝘀𝘂𝗰𝗰𝗲𝘀𝘀 Pick vendors who align with your long-term goals. A strong partner will evolve with you, not just complete a transaction. Invest smartly, but move quickly. Otherwise, you'll be left out in this AI-led future, which is accelerating at a rapid pace that none of us have seen before. #saas #buyingdecision #discount #procurement

As I'm relying more on ChatGPT vs Google, wondering when will the ChatGPT Ads business be launched. If you're a paid user, you probably won't see Ads. Well, not necessarily. You still see Ads with X or Netflix's affordable price point. So, who knows, we will see Ads in ChatGPT's individual paid plans too – maybe not in their highest Pro plan and Corporate plans. But I'm sure there is an opportunity to serve relevant Ads for Free users. So if you're worried that Google Search is dying and if you're depending on Google Ads to drive traffic, I don't think you need to worry that much. I'm guessing OpenAI will launch an Ads product for Free ChatGPT users, too. What are your thoughts? Is ChatGPT Ads coming? #chatgpt #googleads #sem #paidads #openai

This might sound counter-intuitive, but one thing I do to 𝗶𝗻𝗰𝗿𝗲𝗮𝘀𝗲 𝗿𝗲𝗽𝗹𝘆 𝗿𝗮𝘁𝗲 for my both 𝗰𝗼𝗹𝗱 𝗮𝗻𝗱 𝘄𝗮𝗿𝗺 𝗲𝗺𝗮𝗶𝗹𝘀 is to – 🔎 Identify relevant flaws about our product, service, or offer and try to address those proactively. By acknowledging the flaws, we force ourself to address recipients concerns, objections and questions. Which, in turn, helps us improve our credibility. 😇 Do you remember the last time you sent a perfect email and a no-brainer offer about your product, and the prospect or customer still didn't respond you? 😩 Because sometimes your buyers think your offer is too good to be true. 🙄 And that makes them skeptical about everything you say about your product and you. 🤔 So instead of writing how great your product and company is in every single area, try to think of every possible objection, fear, concern, question, doubt that particular customer would have. Again, not every customer would have the same objections and concerns. So it's important to put yourself into their shoes, and think from their role, company stage, or any additional information that you have, and list down all fears and doubts that they would have to do business with you. The reality is – every product and offer has certain flaws. Nothing is perfect. Everyone knows that. Then why hide it? By admitting and openly discussing the shortcomings of your offer, you're building a lot more credibility. And remember, your shortcomings for now doesn't mean those will be the shortcomings for lifelong. So you can always give additional context that it's a shortcoming for now, but here's how we're planning to address it by what timeline. Believe it or not – most often, 𝘄𝗵𝗲𝗻 𝘆𝗼𝘂'𝗿𝗲 𝗺𝗼𝗿𝗲 𝗵𝗼𝗻𝗲𝘀𝘁, 𝘆𝗼𝘂'𝗿𝗲 𝗺𝗼𝗿𝗲 𝗽𝗲𝗿𝘀𝘂𝗮𝘀𝗶𝘃𝗲. Have you ever tried being more upfront in your emails? What worked well and what didn't? #sales #email #coldemail

The reading streak is so far going well in 2025. Started reading these 5 books 📚 in the last 5 days: 👇 1. Turn the Ship Around a.co/d/cKmjB4y - about leadership 2. Selling With a.co/d/7tD3dXz - about Enterprise selling 3. The Intelligent Investor a.co/d/19hbhoG - about Stock Trading and investing 4. Four Thousand Weeks a.co/d/b56Uy9P - about Time management 5. The Secret a.co/d/cak7d7O - about Positive Thinking (I read this book once a year) The goal is to read 2 books per month. Right now, I’m 20-25% done with each book, and finished The Secret one. Starting is easy. Finishing it with consistency is the true success. Will keep updating my reading list in a month or two. #books #reading

Last week I unfollowed @elonmusk on X. In @elonmusk I trust. I admire him massively for what he has built at Tesla, SpaceX, X and also 2024 US elections. But I couldn’t tolerate him here on X. It was too much noise. It felt like X is mostly about Elon’s posts. I’ll still see his posts through algorithmic recommendations. But looking forward to reading other people’s posts too! 🙌

Contrary to X’s goal and mission, I’ve found I’m spending a lot more regrettable time on X with auto play video crap. The problem with auto playing video is you don’t decide which video to watch. There are a lot random crap, disgusting, horrific and NSFW videos on X - and if you watch few of those videos, then X keeps showing more of those. Last week I had to mark 100s of such posts “Not relevant” hoping algorithm will show less of that crap. The “For You” feed is more entertaining video content and less educational content. And I wish I can choose my preference. I’m sure some people are here for entertainment. Let them see the entertainment crap. I’m here for educational content. Let me tell you that as my preference. Don’t decide it for me based millions of users’ patterns.

It’s shocking and it’s ridiculous the level of stuff that we produce and are unaware of its scale. For example — every hour, we produce 2.5 million shoes! 😱

Here are some shocking and disturbing stats per the documentary:👇 More than 15 million unwanted clothes are sent to Ghana—one of the world’s largest importers of used clothes—every week from around the world. Approximately 13 million phones are tossed out daily.

Just watched the Netflix’s newly released documentary, Buy Now! The Shopping Conspiracy. It was eye opening and disturbing. A must watch. It was well timed with the Black Friday, Cyber Monday and Christmas shopping seasons. It’s a powerful reminder to consumers that landfills and waste sites around the world are filling up with unwanted clothes, tech, and household goods.