The model was that the company got 95% of a customer's lifetime value on day one. They forked over, you know, 500 thousand million, three million, five million. That was revenue. And then they also had to pay the 20 % maintenance every year to get up dates and to get access to support - but it wasn't their responsibility.
Today, we are joined by Nils Vinje, Leadership Coach and Founder, CEO of 30 Day Leadership. Nils helps us understand the importance of clear definitions of both the role of the CS team and CSMs specifically. Nils clarifies the important role the CS Leader plays in establishing the expectations for the team within the organizational needs and focus.
You can find more about Nils here
More about 30 Day Leadership
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