“Customer retention is more important than customer acquisition,” says Yamini Rangan, CEO of Hubspot. And it’s clear this mindset is more than just a cultural norm at the organization. 

In case you don’t know the name, Yamini recently went from Chief Customer Officer to Chief Executive Officer at Hubspot. Her ‘customer first’ mentality creates a fundamental shift in the B2B space from the traditional funnel approach to a flywheel. Learn how to provide value, starting with the first sales conversation.

Key Takeaways

09:09 - 11:28 Why shifting to the flywheel view instead of the funnel view will benefit your business

15:51 - 18:31 How to turn the flywheel vision into an actionable plan

18:33 - 19:15 Data Breakout: Cost of acquiring a new customer vs retaining an existing customer

21:37 - 23:40 Incentives shape behavior: Care about customer success

31:03 - 32:00 Micro Action: Find when and why customers churn

Want to explore Revenue Intelligence for your org? It starts here: https://www.gong.io/revenue-intelligence/

Connect with Devin Reed: https://www.linkedin.com/in/devinreed/

Connect with Sheena Badani: https://www.linkedin.com/in/sheenabadani/

Connect with Yamini Rangan: https://www.linkedin.com/in/yaminirangan/