Getting Started with Customer Success
What's the value of improved retention and where do you start?
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 of interest, there’s little practical, on-the-job help for CEO’s that struggle to make it happen.
This is the first module in the Customer Success Leadership Program. This module helps SaaS CEO’s and CS leaders understand the financial impact of improving Net Revenue Retention (NRR),including the valuation of your business. The comprehensive assessment then helps you understand your strengths and weaknesses in managing NRR, giving you guidance on where to start.
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!