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HubSpot’s Jeetu Mahtani On How HubSpot Built And Implemented A Value-Based Customer Engagement Model
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 ep
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, tyi
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 a
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 d
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 insi
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
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 th
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 a
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 ac
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
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 le
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 a
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 va
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 focusin
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 p
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 individ
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
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 o
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
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, a
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 tw
Gainsight’s Nick Mehta On The Evolution Of Customer Success & The Trends That Are Shaping The Future
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 ha
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
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
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
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