#63: 5 Steps to Unlock Customer-Led Growth

Do you want to build a world-class Customer Success team?

The best CS teams are:

• Customer-Led
• Proactive
• Value Driven
• Scalable 
• Revenue Generating

But if you want to create a team like that, you'll have to forget the cookie-cutter CS approaches you've been fed for the last decade and return to first principles.

You have to ask yourself:

• What are the measurable outcomes that my product enables?
• What's a CS model that truly creates measurable outcomes for the customer?
• What's a CS model that allows me to capture all of that value back?

These fundamental questions are hard to answer.

But I believe that if we go back to 5 guiding principles we cannot just answer these questions, but we can transform our Customer Success teams and accelerate the success of our companies.

That's why I've partnered with Gainsight to create the CS Masterclass Podcast Series, where I unpack these 5 guiding principles:

1. Defining and Measuring Customer Value: In our first episode, learn how to make measurable outcomes a reality in your business by mastering one of the most foundational concepts of customer success.
2. Delivering Measurable Value to Customers: Discover how to design a value realization journey that ensures customers retain and grow when they realize value—essential for a revenue-generating customer success team.
3. Proactively Monitoring Risk and Growth Signs: Understand how to monitor and act on risks, and identify growth opportunities, ensuring a healthy customer base that retains and grows.
4. Communicating Value to Customers: Learn to package and communicate the value you deliver to customers in a way that resonates, not just for your largest customers, but at scale.
5. Capturing Value Back through Retention and Growth: Unpack strategies to build a retention and growth muscle in your customer success team, creating a second engine of growth for your business.

Sounds like something you are looking to upskill on?

Listen to the teaser here.

Every 45-minute episode is packed with knowledge. 

I've broken them down into two main parts:

• A quick 15-minute overview designed to bring you up to speed with these foundational concepts and give you the frameworks that you need to start taking action;
• A 30-minute interview with a leading expert in this area so we can contextualise these topics and ask some of the common questions.

By the end of this series, you’ll have the tools to implement customer-led growth in your business. Tune in every Tuesday for a new episode and transform your customer success strategy!

Oh and our first guest for next week?

My dear friend and CS veteran David Jackson.