Director of Delivery | Customer-Centric Executive | Driving Business Growth, Retention & Operational Excellence
I’m incredibly grateful for the opportunity to attend a fantastic The Customer Conference, where I connected with brilliant minds and gained fresh perspectives on the evolving CS landscape. A huge thank you to the organizers, speakers, and fellow attendees for the insightful discussions! A few themes stood out that are shaping the future of B2B SaaS, and I wanted to share some key takeaways. Would love to hear your thoughts! ?? Shifting to a Customer-Led Organization Design B2B SaaS businesses are moving away from product-led or sales-led strategies toward customer-led org design. But what does that really mean? - Breaking silos between CS, sales, and product to drive a unified customer experience. - Customer insights informing product roadmaps more than ever. - Shifting from just managing renewals to driving long-term value and advocacy. ?? Is your organization truly customer-led, or is CS still playing a reactive role? ?? ?? ICP Score vs. Customer Health Score – Which One Matters More? A hot debate—do we optimize for the Ideal Customer Profile (ICP) score or the Customer Health Score (CHS)? - ICP Score helps businesses bring in the “right” customers, but does that guarantee retention? - Customer Health Score tracks engagement, usage, and sentiment, but does it ensure customers are the right fit for long-term success? ?? If you had to choose one metric to optimize for, which one would it be? ?? ?? Retention vs. Expansion – Where Should CS Focus? Traditional wisdom says retention is cheaper than acquisition, but are we underestimating expansion? - The best retention strategy might be driving expansion—if customers see continued value, they will stay and grow. - Should CS compensation models shift to reward both retention and expansion equally? ?? Are CS teams too focused on saving at-risk customers rather than maximizing opportunities? ?? Would love to hear your perspectives—what resonates with you the most? Let’s keep the conversation going! #CustomerSuccess #B2BSaaS #Retention #Expansion #CustomerHealth #Leadership
Finding it hard to grow consistently? Are your new business customers just plugging the holes left behind by churned customers? I help small and medium size organizations grow quickly and effectively.
1 个月Great to see that CS and CX is influencing the end to end customer journey more and more, not just post-contract. When I look at the volume of potential customer experiences that can occur between a provider and potential customer before they even meet, it tells me all I really need to know about why, not to mention the proven results of CS just in the post-contract world it has lived in for 20 yrs now. Thanks for your summary Shipra!