Customer Valuecast

Recurring revenue leaders realize that shifting from a reactive legacy engagement model to a predictive and prescriptive approach is the key to driving unparalleled customer value realization. This is exactly what HubSpot did.

In the latest episode of the Customer Valuecast, Jeetu Mahtani, EVP, Customer Success at HubSpot, shares HubSpot’s journey to building a value-focused customer engagement model and how you can do the same in your organization by leveraging the right team, technology and data.

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Visit Valuize.co to:

- Design an impactful digital-led approach to driving customer success

- Maximize customer intelligence by reducing your team's cognitive load

- Boost your customer journeys with cutting-edge digital strategies

Driving Net Dollar Retention is an enterprise-wide strategy and the secret weapon in driving revenue expansion from customers is your Customer Success organization and their ability to generate Customer Success Qualified Leads (CSQLs). But, tying CS to your company’s strategic growth and revenue can be tricky to maneuver. It requires clear processes, tailored training, clear incentivization structures and a steadfast commitment to delivering optimal customer value.

In this episode of the Customer Valuecast podcast, host Ross Fulton chats with Samrat Tandon, Global VP Customer Success at Siemens, about the incredible value of investing in Customer Success Qualified Leads and how you can create the workflows, incentives and rules of engagement necessary to making this program a success.

On This Episode, You’ll Learn:

• The benefits and impact of integrating a CSQL motion into the overall NDR motion
• The rules of engagement, workflows and incentives that you must put in place to make this integration and collaboration between Sales and Customer Success a success
• Tips and best practices for leaders looking to launch and implement a new CSQL motion or improve their existing CSQL program

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Visit Valuize.co for more cutting-edge resources and discover:

• An Innovative Approach to Improving NDR
• How to Unite Pre-Sales & Post-Sales Around Value Selling and Success
• How to Start, Staff and Scale Your Digital Customer Engagement Model

Revenue accountability is one of the most hotly-debated and divisive topics in the recurring revenue world. While traditionally, deeply-entrenched silos have excluded Customer Success from the revenue conversation, more and more organizations are seeing the strategic value in assigning CS with some revenue responsibility.

In this episode, host Ross Fulton chats with Allison Tiscornia, CCO at ChurnZero, to share why excluding your Customer Success team from revenue accountability may be hindering your ability to maximize Net Dollar Retention and how you can equip your CS organization with the skills and competencies they need to succeed with this accountability.

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Learn more and visit Valuize.co to:

- Evolve your revenue ecosystem with a CRO’s perspective on the biggest opportunities for unparalleled NRR

- Unite ⁠pre-sales & post-sales around value selling and success

- Discover the What, Why & How of Net Dollar Retention, your most important success metric

In the current economic climate, Customer Success compensation is a critical strategy to get right for recurring revenue organizations. Leaders must evolve their compensation structure in order to move Customer Success from a cost center to a direct measurable revenue contributor and meet the increasingly complex demands of the C-Suite. But, with a myriad of options, business goals and market factors to consider, how do you choose a compensation structure that is right for your Customer Success team?

In this episode, Angel Rogers, Head of Global Customer Success at Rockwell Automation, explores the factors that are driving the evolution of CS compensation and shares her expertise on how to build a compensation plan that properly rewards your team and yields meaningful and measurable value for your business.

Artificial intelligence (AI) is evolving the Customer Success domain at a staggering rate and revolutionizing how B2B businesses operate their customer lifecycle. With the wave of recent developments, AI has moved beyond providing customer insights to now shaping product development, business processes and customer engagement. In this episode, host Ross Fulton chats with Steve Hazelton, CEO & Co-Founder at Sturdy, about his thoughts on the challenges and opportunities of AI for B2B leaders and how you can leverage this technology to increase efficiency, enhance decision making and drive optimal customer value.

For more cutting-edge insights, visit Valuize's resource library.

The acceleration of digital customer success is being driven by the efficiency and scale needs of the business as well as the changing and increasingly demanding expectations of the modern customer. As organizations strive to meet these demands and boost operational efficiency across the customer journey, the CS function, roles and responsibilities are becoming increasingly more nuanced. While the existence of digital elements in the CS strategy of companies is not new, we’re now seeing the emergence of dedicated Digital CS teams with their own roadmaps, strategies, operations and technologies.

In this episode, host Ross Fulton chats with Kari Ardalan, Global Head of Digital and Scale Success, about her experience building a digital CS function and how you can achieve operational efficiency with the power of digital customer success strategies. 

Driving best-in-class yet efficient Net Dollar Retention Is proving more challenging for every recurring revenue enterprise. A tumultuous economic climate, organizational silos and heightened expectations from both customers and leaders mean that Customer Success is under unprecedented pressure to perform. How did 2022 shape where the industry is today and what should you plan for in 2023?

In this episode, host Ross Fulton chats with Valuize's Chief Client Officer, Emily Ryan, and Industry Principal, Anthony D'Auria, about their biggest takeaways and key learnings from 2022 and the major trends shaping the future of Customer Success.

Many companies make the mistake of indulging in the thinking that multi-year subscription contracts can be won and then forgotten about until much closer to the renewal date that is years away. With multi-year agreements, the need for a clear and precise process for the definition, delivery and verification of customer value is paramount.

In this episode, host Ross Fulton chats with Mark Reynolds, Senior Vice President, Global Customer Operations at Digital Realty, for his expertise on how to define, deliver and verify customer value when your contracts span multiple years.

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To accelerate customer value realization in your organization:

• Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR
• Discover the 6 key disciplines to mastering customer value realization
• Learn 5 proven steps to aligning Sales & Customer Success and value selling and success

Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

In the legacy B2B technology perpetual license business model new customer acquisition was king. But, the license model has now been fully eclipsed by the subscription economy. Today, top performing enterprises are shifting from new customer acquisition to now focusing on driving value realization for existing customers and, as a result, driving customer retention and expansion.  

In this episode, host Ross Fulton chats with Geoffrey Moore, renowned author, speaker and advisor to the enterprise technology world, about what it takes to hit those performance benchmarks and win in today’s recurring revenue economy.

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To accelerate customer value realization in your organization:

• Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR
• Discover the 6 key disciplines to mastering customer value realization
• Learn 5 proven steps to aligning Sales & Customer Success around value selling and success

Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

In the world of B2B, customer value has historically been a trivial concept. But, in recent years, the conversation around customer value has shifted and organizations are finally realizing the criticality of customer value and its place at the heart of the customer lifecycle. In the subscription economy, customer value is more than an abstract idea, it’s a real, measurable and verifiable thing that powers your recurring revenue engine. But, delivering, measuring and selling customer value is all redundant if you don’t first have a carefully designed and agreed-upon definition of value.

In this episode, host Ross Fulton chats with Brent Adamson, Global Head of Research and Communities at Ecosystems, about his groundbreaking research into customer value and how you can leverage the 3 types of customer value to drive market-leading revenue retention and expansion in your organization.

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To accelerate customer value realization in your organization:

• Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR
• Discover the 6 key disciplines to mastering customer value realization
• Learn 5 proven steps to aligning Sales & Customer Success and value selling and success

Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.