#296: Customer Success for Brand Success with Scott Salkin of Gainsight
The Agile Brand with Greg Kihlström®: Expert Mode Marketing Technology, AI, & CX
The Agile Brand
4.9 • 113 Ratings
🗓️ 15 November 2022
⏱️ 27 minutes
🧾️ Download transcript
Summary
According to Gainsight’s 2022 Customer Success Index, companies that reported the highest net revenue retention rates (NRR) also reported investing 10% of their revenue in their customer success and customer success operations (or CS Ops) teams - which translates to the fact that investing in customer success increases both revenue and overall value of the business.
Today we’re going to talk about Customer Success Operations and the role it plays in the current success and future growth of companies.
To help me discuss this topic, I’d like to welcome Scott Salkin, SVP and GM, Gainsight Essentials at Gainsight.
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Transcript
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| 0:00.0 | Welcome to season four of the Agile Brand with Greg Kielstrom, where we discuss business |
| 0:05.6 | agility through customer experience, employee experience, and digital transformation. |
| 0:10.4 | I'm your host, Greg Kielstrom. |
| 0:12.6 | The Agile World podcast is brought to you by TechSystems, an industry leader in full stack |
| 0:17.0 | technology services, talent services, and real world application. |
| 0:21.2 | For more information, go to techsystems.com. |
| 0:24.1 | To read more about the topics discussed on this show, you can go to my website at GregKielstrom.com |
| 0:29.5 | and read my latest articles or get a copy of my latest book, Meaningful Measurement of |
| 0:34.0 | the Customer Experience, now available on Amazon and other retailers. |
| 0:40.3 | My name is Greg Kielstrom, and I'm the host of the Agile Brand podcast. |
| 0:43.6 | According to Gainsight's 2022 customer success index, companies that reported the highest |
| 0:48.8 | net revenue retention rates also reported investing 10% of their revenue in their customer |
| 0:54.2 | success and customer success operations or CSOPS teams, which translates to the fact |
| 1:00.1 | that investing in customer success increases both revenue and overall value of the business. |
| 1:06.0 | And according to another recent study by Gainsight, funding for customer success is still |
| 1:10.5 | being prioritized in the current market. |
| 1:13.1 | The SaaS market report revealed that both CEOs and investors agreed that customer success |
| 1:18.2 | should be the least likely to receive departmental cuts. |
| 1:22.1 | Typically traded CEOs actually unanimously came to this agreement, not a single respondent |
| 1:27.3 | there voted to cut CS. |
| 1:30.1 | Today we're going to talk about customer success operations and the role it plays in the |
| 1:33.6 | current success and future growth of companies. |
... |
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