Sue Nabeth Moore, Co-founder of Success Chain - Planning for Customer Success in 2024
The Customer Success Channel
The Evolution of Customer Success in the SaaS Industry
In this chapter, the speakers discuss the evolution of customer success in SaaS companies. They emphasize the importance of positioning customer success as a growth engine and influencing other business leaders to understand its value. They also discuss the challenges of changing the perception of customer success and share insights on KPIs that CS leaders should focus on, including customer outcomes and vendor business KPIs.
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