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- High ARR, high growth
- High ARR, low growth
- Lower ARR, high growth
- Lower ARR, low growth
I would say a myth is that Success is solely responsible for all client care and growth. An entire organization have to be thinking about client needs, growth, and experience, and rally around it. Success' job is to inform and drive an organizational-wide culture that has the customer at the center.
Segmentation model should be based on a combination of growth potential and ARR. We've broken up segmentation into 4 quadrants:
I'm not sure if this is a myth because it depends on who you ask - career growth. Some say a myth is "Enterprise CS" is better and this is something we should strive for. Others say that it requires different skill sets with Enterprise customers vs. 1:Many.
I fall on the latter - requiring different skill sets.
Another one for me...
Customer Success is a defensive play - i.e. prevent churn.
Done well, Customer Success is an offensive play - i.e. growth engine.