SaaStr 635: CRO Confidential: How Customer-First Focus Drives Retention and Revenue With Brex GM of Startups Lucas Fox
The Official SaaStr Podcast: SaaS | Founders | Investors
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The CEO of the Startup Segment - Is Brex Late to the Game?
The first thing that I realized was we need to just stop churn that was the number one priority. And so, especially for early stage startups, oftentimes the focus on making customers successful and expanding revenue comes too late. We had hundreds likely thousands of customers huge upsell or expansion opportunity within our customer base. So we started to realize that a customer churning today was sort of really bad for the business because the value of that customer in the future was greater than that value present day. That's an organically where you start focusing go to market resources on acquiring customers when you don't have any customers in the beginning.
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