EPISODE 25 : Customer Success: From “Churn Buster” to “Earn Booster”

EPISODE 25 01:12 mins

Customer Success: From “Churn Buster” to “Earn Booster”

February 14, 2022

Podcast Summary

[MicroPodcast] Over the last decade, customer success has evolved from being perceived as only a “churn buster” to an “earn booster” strategically connected to the revenues.

Transcription

PRITHWI DASGUPTA:
Sue, your personal takeaways from the community, from the industry?

SUE NABETH MOORE:
Yeah, so thanks again, Prithwi. I am really honored to be here with everyone. It’s really great.

PRITHWI DASGUPTA:
Glad too…

SUE NABETH MOORE:
Yes, I’m going to echo very much what Peter said. Peter was saying the importance of customer success. And, I think based on the conversations I’ve had with the companies I am collaborating with and the people that I talk to on a daily basis… that last year really saw customer success becoming strategic. And, I like to use the phase, I mean, when I first started out in customer success about nine years ago… I think customer success then was very much perceived as a “churn buster” whereas now I think last year we can call it an “earn booster.” Because it really is connected to the revenues.

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