ArticleBest PracticesDecember 9, 2015
Turning Your Revenue Funnel into an Hourglass Image

Turning Your Revenue Funnel into an Hourglass

I recently gave the below talk at a CEO conference on Sales and Marketing on Customer Success. My goal was to convince them that Customer Success, when done correctly, can be a major driver of growth. It was very well-received (I was pretty much mobbed afterward :) ).

I made points including:

1. The fastest-growing subscription businesses have renewal rates far greater than 100%. So they can grow multi-dimensionally (through new clients and through additional spend from existing clients).

2. Conversely, churn can be a major detractor to growth. Hidden churn (e.g., discounts upon renewal) is a subtle example of this.

3. Finally, the savviest vendors are using their Customer Success strategies in their sales process - by talking about how they don't just sell technology - how they are setup to make sure customers get value.

http://www.slideshare.net/GainsightHQ/gainsight

What do you think? Can we convince the broader business community that Customer Success is a key ingredient to growth?

Picture of Nick Mehta
Nick Mehta Chief Executive Officer at Gainsight Nick Mehta is Chief Executive Officer at Gainsight

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