Millionaire University The Secret to Growth Isn’t More Leads — It’s Better Customers | Brian O'Connor
Jun 26, 2025
Brian O'Connor, an ex-Deloitte consultant and founder of TalentHQ, shares insights on maximizing growth through customer success rather than chasing new leads. He emphasizes the importance of retention, referrals, and the often-overlooked role of Customer Success Managers. Brian illustrates how SaaS models pioneered these strategies and discusses practical ways for small businesses to boost engagement and upsell to existing clients. He also highlights the benefits of hiring top talent from Latin America to improve efficiency and reduce costs.
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Essence of Customer Success
- Customer success is about keeping customers longer and encouraging them to buy more or refer others.
- This approach applies to all businesses, not just SaaS companies.
SaaS Origins of Customer Success
- SaaS pioneered the customer success role to proactively prevent customer churn.
- This role focuses on retention, upselling, and generating referrals to drive revenue.
Small Biz Customer Success
- Small businesses should implement processes to retain customers, upsell, get referrals, and gather reviews.
- Automate reminders and follow-ups even if you don't have a dedicated customer success person.