Apr 11, 2022
In TV& Film Forum
Customer success can often seem like an ambiguous and unquantifiable concept, but maintaining your performance in this area is essential to scaling your business. Few people are better placed than Nick Mehta to explain the Latest Mailing Database concept of customer success. As CEO of Gain sight, he did more than most to popularize the category in the B2B SaaS world, and those efforts recently culminated in the company being acquired by Vista Equity Partners for $1.1 billion. Nick's belief that business is personal underpins his vision, and he takes a 'people first' approach to his role. It's not just the name of his own interview series, it's the evolution of his own thinking about the attributes leaders need today. These beliefs are at the heart of customer success: it is a relationship that goes beyond a transaction between the company and the customer. Nick developed an equation to Latest Mailing Database describe what he means: customer success (CS) = customer experience (CX) + customer results (CO).He also expanded on this concept in a new book, written with Allison Pickens, titled The Customer Success Economy: Why Every Aspect of Your Business Model Needs a Paradigm Shift . In it, he explains why customer success is not just a function but an enterprise-wide priority. Intercom's Kaitlin Pettersen recently sat down with Nick to break down his equation and explore why customer success needs to move from a platitude to a process. Listen to the full episode above or check out Nick's main takeaways below. The customer is driving As Nick explains, the “as a service” business model fundamentally changes the dynamic between business and customer. When customers have the ability to cancel a service with a single click, they suddenly have the power in the Latest Mailing Database relationship. It is in the seller's interest to ensure that the customer gets the most out of the product and uses all of its features. Consumers expect a great experience – in the B2B world, experience matters – but for today's modern consumer, value is now on par with experience. “Companies don't buy things – be it products, technology or otherwise – just to be happy, do they? In the B2B world, it's not just about experience. It's also about the value this vendor brings to me. What is the economic value? What is the return on investment? And the term that people often use is result.