The Daily Standup Revenue at a discount | Donnovan Simon
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Apr 8, 2025 In this engaging discussion, Donnovan Simon emphasizes the critical role of customer success during tough economic times. He explores how global pressures shape customer success strategies and the necessity for executives to grasp their value. The conversation also touches on the balance between retention and acquisition costs, highlighting why margins matter. A key takeaway is the evolution towards revenue ownership, with an emphasis on metrics like net revenue retention to illustrate customer success's impact.
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CS Value in Tough Times
- Customer success must deliver clear value to sustain business and jobs in tough economic times.
- Donnovan Simon stresses the global nature of economic pressure and the need for CS to ensure company stability through revenue.
CS Under Executive Scrutiny
- Customer success functions have always faced scrutiny on delivering recognized value.
- Value recognition directly influences whether customer success teams are maintained or cut.
CS and Revenue Accountability Always Linked
- Many CS professionals claim their role was always about revenue accountability, not just satisfaction.
- Donnovan Simon believes owning revenue evolved but has always been critical to customer success.