In this episode, Bill Cushard talks about the difference between defensive customer success and offensive customer success; and how to move from one to the other. Most software companies probably engage in defensive customers success, which is designed to retain customers. High-performing software companies engage in offensive customer success and grow customers. The question Bill addresses is how to move from being defensive to being offensive.
Two ways:
Step 1: Start measuring net revenue retention (NRR).
Step 2: Redesign the company business model so that value propositions on the business model canvas align to the revenue streams, so that all a customer success has to do is help customers achieve the value propositions, such that it naturally flows to purchasing additional products and services.
Enjoy the episode.
273 Bill Cushard How to take customer success from defense to offense