The Daily Standup Share the wealth | Sara Bochino
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May 6, 2025 Sara Bochino, a customer success advocate at Balboa Solutions and a leading voice in fractional ownership consulting, dives deep into software procurement challenges. She reveals the pitfalls of the SaaS promise and the chaos of piecemeal solutions. Bochino advocates for a customer-centric culture led by CEOs and stresses the need for proactive strategies to truly understand customer behaviors. The conversation also touches on the crucial role of technology integration in enhancing the overall customer experience.
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SaaS Products Lack Outcome Focus
- Many SaaS products fail because they are not built with clear customer outcomes in mind.
- This leads to expensive customer engagement efforts and disjointed customer journeys.
Centralize Software Acquisition
- Assign a center or responsible person for software acquisition beyond procurement.
- Recognize that the company owns software, not the individual teams.
CEO Role in Customer Success
- CEO involvement and genuine care for customers unify vision and drive customer success.
- Without CEO customer focus, efforts become disjointed and lose alignment.