The Revenue Formula 3 levers of customer growth (with Dan Steinman, Chief Evangelist at Gainsight)
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Nov 9, 2023 Dan Steinman, Chief Evangelist at Gainsight, discusses the three levers of customer growth. Topics include celebrating customer revenue, the role of customer success, upselling strategies, and the dynamics between CSMs and account managers.
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Red Bull Lobby Nap During A Customer Visit
- Dan fell asleep leaning against a Red Bull cooler at a Red Bull office while visiting as a vendor.
- He joked it was the worst ad for Red Bull since he never drank it and was asleep in their energetic lobby.
Install Base Is The Real Growth Engine
- More ARR often comes from your install base than new customers as companies mature.
- Investing in customer success unlocks low-cost upsell and reduces churn, driving long-term value.
The Visibility Problem For Customer Success
- Sales feels directly attributable because its impact is easy to measure and predictable.
- Customer success struggles for credit because proving a counterfactual (what would've happened without CS) is almost impossible.