Why Customers Misunderstand Customer Success and Its Value
- E32
- 39:05
- September 30th 2020
Customers often see Customer Success as another name for support, account management or sales. That confusion makes it harder for CSMs to establish the right relationship and prove their value.
In this episode, Jason Noble and Jason Whitehead explore what Customer Success means from the customer’s perspective.
You’ll learn how to define success together, clarify responsibilities and establish expectations that support adoption, retention and better outcomes.
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Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.