The SMB Blind Spot: Why Enterprise-Focused Companies Struggle with Scaled CX and Customer Success

terprise-focused organizations often treat SMB and mid-market customers as an afterthought, leaving a massive revenue opportunity on the table. While enterprises build robust Customer Experience (CX) and Customer Success (CS) strategies for their largest customers, their approach to smaller accounts is often inefficient, unscalable, or entirely absent. This imbalance leads to churn, missed expansion opportunities, and inefficient resource allocation. Companies like HubSpot, Zoom, and Miro have successfully tackled this challenge by leveraging automation, self-service resources, and AI-driven insights to create scalable CX models that drive long-term success.