Scale Your SaaS 162: Using Your Customer Success Function to Boost Revenue - with John Tzagkarakis
EPISODE SUMMARY
Great customer success can boost revenue. In this episode, John Tzagarakis shares his expertise on how using customer success stories can increase your ROI in the SaaS world as he joins Matt Wolach, the host of SaaS-Story in the Making Podcast. Tzagarakis discusses the customer management tactics he uses as founder and director at Customer Consulting Network to help his clients scale.
Tzagarakis offers his advice on strengthening your company’s customer support practices, and setting up customer success functions can help in increasing your satisfaction score, retention rate, and recurring revenue.
PODCAST-AT-A-GLANCE
Podcast: SaaS-Story in the Making
Episode: Using Your Customer Success Function To Boost Revenue
Host: Matt Wolach, a B2B SaaS sales coach, Entrepreneur, and Investor.
Guest: John Tzagarakis, Director and Founder of Customer Consulting Network
TOP TIPS FROM THIS EPISODE
- Build a Game Plan for Customer Success
- Improve the Renewal Process
- Prevent and Reduce Churn
EPISODE HIGHLIGHTS
- Customer Service Is Reactive
- Customer Success Is Proactive
- Customers Hold the Power
TOP QUOTES
John Tzagarakis
[20:12] "Nowadays, customers hold the power."
[24:25] "The proactive, operationalizing, upselling, and cross-selling are what drives revenue on top of preventing churn and improving the renewal process."
Matt Wolach
[0:11] "Great customer success can boost revenue."
[16:20] "I think too many times; people try to do something without talking to experts. And they go out, and they figure it out on their own, or they don’t figure it out in most cases, they look up this, they see this blog, and they’re not actually talking to an expert who lives it and breathes it every day."
LEARN MORE
To learn more about John Tzagarakis and Customer Consulting Network, visit https://www.linkedin.com/company/customer-consulting-network/.
You can also find John Tzagarakis on LinkedIn at https://www.linkedin.com/in/john-tzagkarakis/.
For more about how host Matt Wolach helps software companies achieve maximum growth, visit https://mattwolach.com/.
As part of the founding team in his first SaaS product, Matt owned the sales & marketing processes. But he struggled to sell and gain traction for the company. It took years of learning and tweaking before Matt created The Perfect DEAL Process, an innovative yet easy-to-implement method for closing more software deals. To find out more, visit https://mattwolach.com/about-matt.
Get even more tips by following Matt elsewhere: