The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
This presentation by Forrester Research - How the Customer Success Industry is Evolving - is from Pulse 2014, the biggest Customer Success industry event ever.
2. Customer Success Evolves
to the Next Stage
Four Steps To Institutionalizing CSM
Kate Leggett
Principal Analyst, Forrester Research
@kateleggett
kleggett@forrester.com
3. We have entered the “age of the customer”
Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer” Forrester report
4. We have entered the “age of the customer”
Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer” Forrester report
5. Our world is moving to a subscription economy
Credit: www.zuora.com