The Daily Standup Selling success | Kristina Klakegg
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May 20, 2025 Kristina Klakegg, a customer success manager at a Norwegian SaaS company specializing in email and SMS marketing, discusses her journey in monetizing customer success. She highlights the transition from email to SMS and how strategic services can emerge as a revenue stream. The conversation explores the tension between customer feedback and value delivery, the challenges of pricing these new services, and whether customers are willing to pay for them. Kristina emphasizes the importance of innovation and collaboration in creating effective offerings.
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Transition to SMS Marketing
- Kristina Muñoz Ledo Klakegg shared how her company is shifting from email marketing expertise to include SMS marketing.
- They are building a customer success service that provides strategic advice combining SMS and email marketing.
CS as Revenue Stream
- Developing customer success as a paid, strategic service can be a new revenue stream.
- Customer success can step into the revenue spotlight by offering value-driven services tied to product features.
CS Leads Product Launches
- Customer success can lead feature launches by incorporating customer feedback and revenue strategies.
- Successful CS involvement includes pricing, packaging, CRM alignment, and objection handling.