Dave Blake is the founder and CEO of ClientSuccess, which helps its clients deliver world-class client success, retention, and growth. Dave is back (previously on episode 52) and this time to talk about the relationship CEOs have with customer success. It is a complex one. On the one hand, CEOs know how important it is to retain and grow customers. On the other hand, many CEOs still focus time, energy, and resources on growth through sales and marketing. No wonder CAC is higher than CRC.
There comes a time when a company's customer base is delivering more revenue than new customer growth and sometimes companies realize this too late and they cannot fix the leaky bucket in time for the inevitable.
We talked to Dave about what CEOs need to know about customers success. Then we talked about how customer success leaders can persuade CEOs to give customer success the attention it needs.
More about Dave:
His blog post, What Your CEO Needs to Know about Customer Success: https://www.clientsuccess.com/blog/what-your-ceo-needs-to-know-about-customer-success/
On Linkedin: https://www.linkedin.com/in/davecblake/
His company, ClientSuccess: https://www.clientsuccess.com
295 Dave Blake What your CEO needs to know about customer success