As the foundation for growth
within a B2B organization, customer success will play a more critical role
within companies in 2019. Traditionally, enterprise sales were focused on new
logos, which missed opportunities to nurture existing customers. Growth would
then suffer as a result. Without a stable base of customers, companies can't
grow as fast because they are constantly filling a leaky bucket. In 2019, we
will see a new lens on customer economics, from churn to retention and cohort
growth.
The goal of Customer Success is to help customers realize the value they
expect from your product or service. Reducing churn and increasing
expansion revenue allow Customer
Success teams to maximize Customer Lifetime Value (CLV) — the critical metric for
driving SaaS business
growth and profitability.
Customer
Success is a long-term,
scientifically engineered, and professionally directed strategy for
maximizing customer and
company sustainable proven value. The emerging role is about a solution to the
core issues of customer portfolio
development, retention and expansion.
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