Customer Success - its Real Value and How to Prove it

Over the last decade, the business world has seen a significant shift towards customer-centricity, and companies are increasingly realising the value of investing in customer success. But what exactly is customer success, and how can it benefit both the customer and the organisation? This week I’m joined by Jason Noble, the VP of Global Customer Success at Vinli. With over 20 years of executive-level experience leading post-sales organisations, Jason highlights the challenge of defining customer value. Metrics like time to value, NPS, customer satisfaction, and revenue retention rates help track value. Identifying value moments in the customer journey and conducting periodic reviews can ensure customer satisfaction. It's crucial to be selective in surveys and ensure customer comprehension to avoid fatigue. Internally, value propositions that translate to customer value are essential. Jason warns against exceeding expectations at the cost of the business and neglecting external factors affecting customer needs. He also predicts there will be a growing emphasis on value delivery, especially in light of current economic challenges.