The Importance of Investing in CUSTOMER SUCCESS

The role of a strong Customer Success Team becomes even more critical after the economic downturn. Business strategies often change as companies quickly realize the importance of shifting their business model to from product-centric to a customer-centric one.

Coping with the new challenge of decreasing renewals and expansions is a reality many companies currently face. However, this is when they should hopefully realize the importance of their Customer Success team.

A while back, I’ve interviewed Nick Mehta, Gainsight’s CEO on the importance of doubling down on investments in Customer Success in economic downturn. Even though the interview was recorded in 2021, it is still very much relevant to most of us.

In this interview, we touch on important topics such as:

◾ The ROI of investments in Customer Success
Recommended customer success initiatives to invest in during economic downturn

◾ Listen to the full episode to learn more.

Listen to this podcast episode to get a full understanding of The Importance of investing in Customer Success.

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Additional Resources:

📑 Blog: The Importance of Investing in Customer Success
https://bit.ly/3wCNS0U

📑 Blog: Customer Training: The Secret to Scale in Customer Success
https://bit.ly/3v4fZ8G

📑 Blog: Coronavirus Impact on SaaS Customer Success (Survey Results)
https://bit.ly/3v3TsJb

📑 Blog: Churn Is Coming: 12 Learnings From A Survey Of SaaS CxOs
https://bit.ly/3IjVvff

📑 Blog: Going Back to Offense: 6 Things We Learned from Our Second COVID-19 SaaS Retention Survey
https://www.gainsight.com/bl

⏬ Infographic: Level up your Customer Success Strategy during a Global Crisis
https://bit.ly/4c14nEq

⏬ Download: Gainsight Free Book Offer
https://bit.ly/4bZOwWE

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Chapters

• 0:00 Intro
• 3:11 Sales and Retention on Covid19
• 4:12 Preserve your Customer
• 5:48 Decrease in GRR
• 9:06 Changes to CS teams
• 9:47 Pandemic Impact
• 11:41 Percent Respondents
• 14:29 Recommend stage Phases
• 14:54 Four Things they Prioritize
• 18:05 Plan to Close a team