I've had a really interesting series of convo with a friend who's been a senior B2B sales leader for several large software companies. Think strategic complex sales to named enterprise accounts. I talk to him a lot about how customer success spends a lot of effort to help customers achieve outcomes and trying to prove positive ROI.
Here's the interesting part: He insists that, post-sale, his customers never take it upon themselves to proactively measure their ROI on software purchases. In fact, he says the champions don't want their company to do an ROI analysis for fear of what the results might be!
Now, his industry, complexity of product (saas + on-prem) and target customer might be different than yours, but my question is:
Does that jive with your experiences?
If not, how and how often do your customers actively measure ROI of your solution?
If it does jive, then one interpretation, which I know might seem heretical, is that customer success's efforts to prove customer ROI aren't necessary, since they simply highlight an area customers wouldn't normally measure on their own.
Thanks!
(Ironically, I went to tag this post with "ROI" and "value," but those tags don't exist!
