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19min chapter
E86: How Customer Success Drives Business Growth with Gainsight CEO Nick Mehta
Topline
Evolving Customer Success Strategies
This chapter explores the journey of a company through leadership changes and the evolving role of Customer Success (CS) teams after a new CEO was appointed in 2015. The discussion emphasizes the importance of a technical focus within CS to drive value and foster growth, especially during challenging economic periods like the COVID-19 pandemic. It also examines the implications of consumption-based pricing models and the integration of customer success with sales strategies, providing insights into sustainable approaches for the future.
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