Aligning Customer Success with Business Goals
2024-09-17
In this episode, Dan Herd, VP of Customer Success at Outreach, one of the most popular sales engagement platforms.
We dive deep into how Outreach leverages a "Desired Business Outcomes" (DBO) framework to align customer success strategies with the business goals of their clients.
Dan also offers invaluable insights into driving adoption and improving customer retention.
High user adoption is crucial, and Outreach excels with a 70% adoption rate compared to the industry average of 20%.
We also delved into the importance of seamless transitions from sales to customer success and the role of proactive engagement.
Dan emphasized leveraging thought leadership and best practices to drive customer value.
Lastly, we covered the significance of balancing quantitative metrics with qualitative assessments for customer health.
Whether you're a SaaS leader, founder, or working in customer success, this episode provides practical strategies and best practices to help your customers succeed and ensure long-term growth for your company.
