What customer centricity really means in SaaS
- E2
- 54:48
- January 25th 2019
Customer centricity is easy to say.
It is much harder to build into how a company actually works.
In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead explore what it really means to be customer centric and why so many businesses struggle to make it practical.
They discuss different views of customer centricity, the business case for putting customers at the centre of decision-making and the challenges leaders face when trying to move from intent to execution.
We cover:
- What customer centricity really means
- Why customer centricity matters for SaaS growth
- Why many companies struggle to act customer-first
- How customer focus supports retention and expansion
- What makes the business case for customer centricity stronger
- How leaders can turn customer centricity from a slogan into action
This is a practical episode for SaaS CEOs, CROs, CCOs, Customer Success leaders and GTM teams who want customer centricity to show up in decisions, behaviours and outcomes.
Breakthrough SaaS Growth with The Jasons
SaaS growth isn’t owned by a single team - it’s a cross-functional sport. Each week, hosts Jason Noble (UK) and Jason Whitehead (US) dig into what actually drives sustainable growth across product, pricing, onboarding & adoption, customer success, sales, marketing, finance, and leadership. Expect candid conversations, practical playbooks, and board-level perspectives on topics like AI (beyond the hype), data quality & trust, in-product guidance, value realization, renewals, expansion, and customer experience. You’ll hear from founders, investors, product and revenue leaders who’ve built real results - not just slideware.
Formerly known as The Jasons Take On, the show has evolved to reflect a broader mission: turning insight into action that breaks through silos and accelerates SaaS growth. Same Jasons. Bigger vision. Sharper takeaways.
Subscribe and explore more at breakthroughsaasgrowth.com.