When we started, our target market were small businesses that didn't have an i t department. And because of that, we were consistently getting very low customer satisfaction ratings. At the same time, we kept hearing from a lot of larger company s that they were looking for help to support their remote and satellite offices. We realized that our true super power was actually in augmenting i t departments for larger companies. When we started doing this, our customers success went through the roof. But at the same time, seventy per cent of our revenue was still coming from small businesses. So we had to make the very difficult decision to burn those ships and to put all our momentum towards the side of our
Customer success is key to startup success. First, Statusphere CEO Kristen Wiley shares strategies from managing two customer success teams in B2B and B2C. (1:00) Then, find out why customers churn from Techmate COO Nicole Beals, who also shares how Techmate increased their customer retention rate from 70% to 98%. (27:07) To wrap, Jason leads a Q&A covering compensation, productizing customer moments, and more. (40:41)