Aligning the organisation for customer success
Purposefully design the whole company to maximise net revenue retention
Profitably satisfy, retain and grow chosen customers is the recipe for success in SaaS businesses. It’s why customer success is one of the fastest growth areas in the SaaS field. Whilst there’s lots written, there’s little practical, on-the-job help for CEO’s that struggle to make it happen. That all changes with the introduction of the Customer Success Growth Program from TheCustomer.Co.
Aligning the organisation for customer success is one module of The Customer Success Growth Program℠: the unique action learning program for SaaS CEO’s and others charged with increasing Net Revenue Retention (NRR). The course includes:
1. The problems caused when teams don't pull together
2. Agreeing an ideal customer profile across marketing, sales and customer success
3. Building an integrated buyer and customer journey
4. Pipeline metrics to foster cooperation
5. The role of product in building alignment
6. The role of the CEO as organisation designer
The course provides proven approaches and workbooks that make it easier to tackle this thorny problem. Online delivery lets you build a learning path to suit you: anytime, anyplace; anywhere!
1-1 coaching is available as an optional extra.
David founded Clicktools in 2000, making it one of the first true SaaS companies in the UK. As CEO, he led and grew the company for 15 years and in the process, sold it twice! After securing a deal with Survey Monkey to buy a 49% stake, he continued to grow the business before selling it all to Callidus Cloud in 2014.
Since then, David has worked with a number of SaaS companies, with a focus on maximising value by generating stellar NRR. He also developed the ideas behind product-led customer success; a unique strategy to scale customer success whilst increasing net margin. David also advises the investor community and their portfolio companies on improving performance through customer success.
When not working in the exciting SaaS space, David spends time with family, enjoying wine and water colour painting, at which he needs much practice!