How Customer Success Teams Build Trust From the Start - with Sue Farrance
- E10
- 30:28
- July 1st 2019
Without customer trust, adoption slows, difficult conversations become harder and value is more difficult to prove.
Sue Farrance joins Jason Noble and Jason Whitehead to explain how she built a Customer Success programme from scratch and placed trust at the centre of every customer interaction.
You’ll learn how to establish credibility early, hire people who can build strong relationships and create a CS culture that supports adoption, retention and growth.
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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.