

#69 Driving growth by leveraging “Revenue Moments” - with Tiffany Gonzales, Head of Growth & Revenue Operations at Microsoft
26 snips Feb 24, 2025
Tiffany Gonzales, a skilled RevOps leader with a robust background at AWS and Coupang, discusses the critical concept of 'revenue moments' that can drive customer retention and growth. She shares methods to identify these crucial indicators using both qualitative and quantitative approaches. Real-world success stories illustrate their impact on aligning sales, marketing, and customer success efforts. Tiffany emphasizes best practices for operationalizing these insights to create scalable revenue strategies.
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Revenue Moments Defined
- Revenue moments that matter are leading indicators of retention (LIR), revealing customer value understanding.
- These moments are customer activities and behaviors, not marketing or sales-driven value propositions.
Identify Revenue Moments
- Talk to salespeople and customers with open-ended questions and intellectual honesty.
- Focus on what they love and don't love, not your agenda, to identify true value drivers.
Coupang Example
- At Coupang, customers initially complained about slow settlements, wanting faster payments.
- Deeper investigation revealed their core need was predictable income growth, not faster processing.