#68: Grow Your Revenue and Prove the Value of Customer Success

Why do we do Customer Success?

Because it's good for business!

• If you can't retain revenue, all acquisition resources are wasted, you're not growing;
• Upselling existing customers can be up to 25 times cheaper than acquiring a new one

These are things you need, to build a sustainable business.

But you can't achieve this if you don't deliver and communicate value.

That's why the last 4 episodes of the CS MasterClass have been focused on:

• Ensuring you understand what measurable value is to customers
• Designing a value realisation journey that delivers value
• Identifying the signs to proactively drive customers through the value realisation journey
• Communicate value to customers in a compelling way 

But here's the catch: Growth doesn't just *happen* because you delivered value.

You need a process to capture value back from your customers.

• How do you identify an opportunity?
• Does a CSM own it to closure?
• Do you need an Account Manager to take the post-sales commercial responsibility?
• Where does that opportunity live, the CRM or the CSP?
• Who gets paid for it?

But before you do any of these things, you'll need to earn the hearts and minds of CSMs.

They've got to believe that when the business asks them to find customers to upsell to, that it's coming from the right place, wanting customers to grow and succeed with your process. 

And that's what the final episode of the Customer Success Masterclass is all about!

• Proving value to the business
• Improving your Revenue Retention the right way
• Winning the hearts of the CSM

And this week I am joined by none other than Kellie Capote, the CCO at Gainsight to talk about creating the second engine of growth for your business.

I can't wait to hear what you think about the full series!

Oh and spoiler alert, there's a bonus conversation coming up ;)