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You Mon Tsang is the founder and CEO of ChurnZero. During this episode, You Mon and our host, Ray Rike discuss the following topics: • How the role of Customer Success has evolved over the past 12 - 24 months • How the measurements used to determine CS ROI have evolved • The top three metrics that You Mon recommends for Customer Success teams If you are a CEO, CFO, or CRO responsible for maximizing the return on investment for Customer Success, this is a great episode. If you are a Customer Success professional, You Mon shares some unique ideas and a vision for the future of Customer Success which will be a great addition to how you currently view Customer Success. Listen to the full episode now at https://lnkd.in/eP5R8Kbn #MetricsThatMeasureUp #B2BSaaS #CustomerSuccess #ChurnZero

So that happened! Alexandra (Alex) Gold CS extraordinaire from GoCardless joined Mick Gosset & I on the Revenue Revolution podcast bought to you by Jointflows. For those who don't know Alex she has had an incredible career to date working across two continents and working through the ranks to leadership positions. We spoke about the evolution of the CS function over the past decade, providing invaluable insights for businesses looking to leverage CS as a part of their revenue motions! Here’s what we covered: - Evolution of Customer Success: Exploring how CS has transformed from focusing purely on retention to becoming a key revenue driver. - Commercial Acumen in CS Teams: The importance of building teams that not only understand customer needs but are also equipped to handle tough conversations and drive commercial outcomes. - Implementing CS Platforms: We discussed the hurdles companies face when integrating CS technologies and the need for tailored solutions to meet unique business needs. - Specialisation within CS: Insights into how and why CS roles become more specialised as companies grow, and the impact this has on service quality and revenue generation. - Incentive Alignment and Collaboration: The importance of creating incentive structures that align with company goals, and introducing a culture of collaboration across teams to maximise customer success and revenue. If that wasn't enough theres also quite a lot of laughter to keep you smiling. Listen to the episode here 🔗 https://lnkd.in/eWMj67P3 🔗 https://lnkd.in/e9GinHFE

You Mon Tsang is the founder and CEO of ChurnZero. During this episode, You Mon and our host, Ray Rike discuss the following topics: • How the role of Customer Success has evolved over the past 12 - 24 months • How the measurements used to determine CS ROI have evolved • The top three metrics that You Mon recommends for Customer Success teams If you are a CEO, CFO, or CRO responsible for maximizing the return on investment for Customer Success, this is a great episode. If you are a Customer Success professional, You Mon shares some unique ideas and a vision for the future of Customer Success which will be a great addition to how you currently view Customer Success. Listen to the full episode now at https://lnkd.in/eP5R8Kbn #MetricsThatMeasureUp #B2BSaaS #CustomerSuccess #ChurnZero

You Mon Tsang is the founder and CEO of ChurnZero. During this episode, You Mon and our host, Ray Rike discuss the following topics: • How the role of Customer Success has evolved over the past 12 - 24 months • How the measurements used to determine CS ROI have evolved • The top three metrics that You Mon recommends for Customer Success teams If you are a CEO, CFO, or CRO responsible for maximizing the return on investment for Customer Success, this is a great episode. If you are a Customer Success professional, You Mon shares some unique ideas and a vision for the future of Customer Success which will be a great addition to how you currently view Customer Success. Listen to the full episode now at https://lnkd.in/eP5R8Kbn #MetricsThatMeasureUp #B2BSaaS #CustomerSuccess #ChurnZero

Thanks to Ray Rike at Benchmarkit for inviting ChurnZero to this month's Metrics that Measure Up podcast! Tune into Ray's conversation with You Mon Tsang today ⬇️ to discover… 📈 Why NRR as a metric can hide a lot of sins—and why the SaaS industry is doubling down on GRR… 🤖 Why AI should already be a co-pilot in every CSM’s workflows… 📊Why even the most successful product-led growth companies still need customer success teams... 🔥 How many GPT windows You Mon has open at any one time… 📏 Which leading indicators you should measure to forecast GRR... … and much more! Listen here: https://lnkd.in/eP5R8Kbn

Product-Led Alliance Customer Advisory Board At Product-Led Alliance, delivering value to our community is our top priority. To make sure we’re hitting the mark, we want your direct input. We’re looking for engaged community members to help shape the future of our space. Whether it’s: 🔥 Content on industry topics that interest you 🌟 Trending industry events you don’t want to miss 📈 Community process improvements or helpful templates 🎙️ New podcast ideas for learning on the go 💬 Any ways you think we could improve to help us help you We really do want to hear from you. Join our Product-Led Alliance Customer Advisory Board (CAB) to share your insights and help us make your community even better. The CAB will meet twice a year in November and May, with each session lasting just 1 hour, featuring 10-15 selected participants. 👉 Interested? Complete this quick 2-minute application and we’ll get in touch if you’re chosen to participate. https://lnkd.in/eUrPvY8T 🚨Applications close October 18, 2024 #productledalliance #product #customeradvisoryboard

This one's for the CSM's out there! Salesloft presents Unchurnable! 🚀 Listen as Sam Loveland, our Chief Customer Officer, and Sarah Norton, our Customer Enablement and Experience Programs Manager, dissect the pivotal transformations that have shaped #customersuccess in the last two decades. They will delve into topics such as the empowerment of data-driven business results, contrasting consultative and united team strategies, and how to stay in sync with your customers' vision. Begin with episode 1: https://lnkd.in/etaf6Wus

Transforming Customer Success: Beyond Just a Team 🌟 It’s a common oversight to equate the establishment of a customer success team with the achievement of true, mature customer success. True customer success transcends far beyond just staffing. 🔍 Customer success is not merely about having a team in place; it's about crafting a comprehensive strategy that places your organization in a proactive position throughout the customer journey. 📈 The essence of advanced customer success lies in the ability to influence and enhance the customer journey continuously. 🤝 By embedding strategic foresight into your customer success initiatives, you transform your relationship from a service provider to a vital partner in your customers' growth. For those who want to know more about customer success and its true definition, subscribe to the CSM Practice Podcast: https://loom.ly/Tj4ExUc We encourage you to reflect on how your organization views and implements customer success. Are you simply managing tasks, or are you truly guiding your customers' journeys? Let us know below! Irit Eizips #CustomerSuccess #BusinessStrategy #TechLeadership #SaaS #PartnershipGrowth #CSMPractice

☄ Don't V*LOOKUP ☄ EPISODE #5 features Kyle Turadek, Head of Growth for BYLT Basics 👕 What we learned.. >> The confidence to spend on top-of-funnel tactics directly ties to your understanding of post-purchase repeat customer behavior >> While MTA is getting harder to measure, specific tools still exist to understand critical purchase habits >> Keeping tracking 'simple' with blended metrics like First time MER continues to be a theme with top growth operators Link to the newsletter + video is below https://lnkd.in/gypjWcGZ

Catch up on the final episode of the CS Masterclass series! 🎙️ Daphne Costa Lopes chats to Kellie Capote, CCO, Gainsight to discuss Creating a #Revenue Generating Customer Success Team Key points include: 🤝 What Value the #CS Team Creates for the Business: Understanding how they drive overall business success to better communicate to leadership and cross-functional partners. 💰 How to Finish the Swing in Customer Success by Generating Revenue: Transform your Customer Success initiatives into direct revenue streams, ensuring your team’s efforts are both impactful and measurable. Listen here: https://lnkd.in/eAjwVC8R