Customer Valuecast

Recurring revenue leaders realize that shifting from a reactive legacy engagement model to a predictive and prescriptive approach is the key to driving unparalleled customer value realization. This is exactly what HubSpot did. In the latest episode of the Customer Valuecast, Jeetu Mahtani , EVP, Customer Success at HubSpot, shares HubSpot’s journey to building a value-focused customer engagement m...

Driving Net Dollar Retention is an enterprise-wide strategy and the secret weapon in driving revenue expansion from customers is your Customer Success organization and their ability to generate Customer Success Qualified Leads (CSQLs). But, tying CS to your company’s strategic growth and revenue can be tricky to maneuver. It requires clear processes, tailored training, clear incentivization struct...

Revenue accountability is one of the most hotly-debated and divisive topics in the recurring revenue world. While traditionally, deeply-entrenched silos have excluded Customer Success from the revenue conversation, more and more organizations are seeing the strategic value in assigning CS with some revenue responsibility. In this episode, host Ross Fulton chats with Allison Tiscornia , CCO at Chur...

In the current economic climate, Customer Success compensation is a critical strategy to get right for recurring revenue organizations. Leaders must evolve their compensation structure in order to move Customer Success from a cost center to a direct measurable revenue contributor and meet the increasingly complex demands of the C-Suite. But, with a myriad of options, business goals and market fact...

Artificial intelligence (AI) is evolving the Customer Success domain at a staggering rate and revolutionizing how B2B businesses operate their customer lifecycle. With the wave of recent developments, AI has moved beyond providing customer insights to now shaping product development, business processes and customer engagement. In this episode, host Ross Fulton chats with Steve Hazelton , CEO &...

The acceleration of digital customer success is being driven by the efficiency and scale needs of the business as well as the changing and increasingly demanding expectations of the modern customer. As organizations strive to meet these demands and boost operational efficiency across the customer journey, the CS function, roles and responsibilities are becoming increasingly more nuanced. While the...

Driving best-in-class yet efficient Net Dollar Retention Is proving more challenging for every recurring revenue enterprise. A tumultuous economic climate, organizational silos and heightened expectations from both customers and leaders mean that Customer Success is under unprecedented pressure to perform. How did 2022 shape where the industry is today and what should you plan for in 2023? In this...

Many companies make the mistake of indulging in the thinking that multi-year subscription contracts can be won and then forgotten about until much closer to the renewal date that is years away. With multi-year agreements, the need for a clear and precise process for the definition, delivery and verification of customer value is paramount. In this episode, host Ross Fulton chats with Mark Reynolds...

In the legacy B2B technology perpetual license business model new customer acquisition was king. But, the license model has now been fully eclipsed by the subscription economy. Today, top performing enterprises are shifting from new customer acquisition to now focusing on driving value realization for existing customers and, as a result, driving customer retention and expansion.   In this epi...

In the world of B2B, customer value has historically been a trivial concept. But, in recent years, the conversation around customer value has shifted and organizations are finally realizing the criticality of customer value and its place at the heart of the customer lifecycle. In the subscription economy, customer value is more than an abstract idea, it’s a real, measurable and verifiable thing th...

While the path to growth will look different for every organization, there are some milestones that all enterprises aim for; hitting $100 million, $500 million and $1 billion in revenue. With each interval achieved, organizations reach a new level of growth and experience an entirely new set of challenges and opportunities. As your organization reaches new heights, you need to evolve your approach...

Many B2B technology companies have been operating under a “growth at all costs” model . While this mindset has its benefits, it may negatively impact the long-term success and health of your business by putting a deep strain on your employees and customers. The longevity of your organization depends on approaching your business holistically with a focus on sustainable efficiency. As the value engi...

The legacy approach of selling to customers based on product features and functions alone is no longer enough. In order to meet and exceed the expectations of today’s customers, organizations must shift their strategy to create an end-to-end value framework that is centered on value-based outcome selling.  In this episode, host Ross Fulton chats with Chris Singh , Chief Customer Officer and H...

While Customer Success (CS) is quickly becoming a standard function within B2B technology companies, its responsibilities, investment and scope is anything but. To understand the current state of Customer Success and what executives are focusing on in 2022, RevOps Squared partnered with Gainsight to create The Customer Success Index 2022 , a first-of-its-kind benchmarking study and customer resear...

In all leading B2B technology enterprises, you’ll be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated Operations function. As Customer Success continues to evolve and grow as a domain, the need for a powerful CS Operations function, helmed by an equally strong leader, is critical. While your Customer Success strategy will define your direction, a strong C...

To drive best-in-class Net Dollar Retention, all of your customers must realize measurable value from their usage of your product. For organizations with segments of 1000+ individual customers, this is a daunting proposition. While each individual customer may have a low Annual Recurring Revenue (ARR) value, these segments represent a significant percentage of your overall ARR when combined. There...

In the license world, Sales was king. When business growth was driven entirely by net-new sales, the whole organization was laser-focused on this singular function. But, the license model has quickly and almost completely been taken over by the subscription economy. Revenue growth strategy in enterprise tech has shifted from new customer acquisition to now focusing on Net Dollar Retention as the k...

Customer Success Operations is the engine that powers your customer lifecycle with the goal of achieving best-in-class Net Dollar Retention. In order to achieve this recurring revenue utopia, CS Ops, along with all the other functions in your organization, need to perform as a cohesive unit with a holistic view of your entire customer journey. In this episode, host Ross Fulton chats with Mary-Beth...

What percentage of your current ARR is currently managed through your channel partners? For enterprise companies, this percentage can be north of 50%. Yet, equipping channel partners to drive customer value realization, and therefore retention and expansion of that ARR, is too often neglected. In this episode, host Ross Fulton chats with Chris McCloskey , Chief Customer Officer at Datto , for his...

In the race to build an exceptional customer data foundation, B2C companies are steadfastly in the lead. From the onset, B2C companies have built their entire business model, including their system infrastructure, architecture, and processes, around the customer. On the other hand, B2B companies have traditionally built their business around the product, with the customer as a secondary considerat...

With the advancement of Customer Success as a key revenue driver, unifying your Pre-Sales and Post-Sales functions around a holistic customer lifecycle is now mission critical. Your Sales and Customer Success functions can no longer exist as two independent organizations; they must act as one cohesive team with integrated processes that deliver value from the first prospective conversation all the...

In the last few years, Customer Success has secured its spot at the executive table, joining other legacy organizations in driving the company’s vision and direction forward. What was once seen as a cost center and customer service extension has now solidified itself as a revenue-generating powerhouse. While the possibilities for the future of Customer Success are endless, there’s a lot of foundat...

The economic lifeblood of shared value realization is shared accountability. Put simply, there's no escaping shared responsibility for value, because the vendor-customer relationship is a shared and interdependent engagement. In order for your company to successfully align on the expectations of value creation and delivery for customers, you need a clear strategy and enterprise-grade technology th...

Customer Success (CS) technology has emerged as a defined market and technology category in the past decade. Every B2B company seeking to operationalize an approach to Customer Success has asked or is asking the question of whether they need to invest in CS technology. Yet, Customer Success technology has not reached the ‘must-have’ status like CRM, ERP, HRIS, Marketing Automation and other enterp...

Transforming Go-To-Market strategy to support a recurring revenue business model is not something that can be achieved overnight by existing business leaders alone. To ensure success, you need a dedicated leader, team and function whose primary role and responsibility is leading this extensive transformation. But, employing a team is just the beginning. A successful GTM transformation needs to be...