The Official SaaStr Podcast: SaaS | Founders | Investors SaaStr 716: The Future of Customer Success in 2024: Insights and Predictions from Gainsight CEO Nick Mehta and SaaStr CEO and Founder Jason Lemkin
Jan 12, 2024
In this episode, Gainsight CEO Nick Mehta and SaaStr CEO Jason Lemkin discuss the future of customer success in 2024. They cover topics such as the impact of AI and SaaS spending cuts, the correlation between customer success and revenue retention, the effects of the pandemic on software companies, the importance of change management in software deployment, and the evolution of customer success in the software industry.
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Diagnose Product–Market Fit Before Cutting
- Pause and assess product-market fit rather than only cutting costs if renewals and growth falter.
- Measure adoption and value; if you lack PMF, fixing product and value is higher priority than austerity.
Procurement Demands Vs Vendor Reality
- Jason recounts procurement asking all vendors for a 20% cut while vendors themselves raised prices elsewhere.
- The example highlights inconsistent buyer behavior and procurement pressure on vendor pricing.
Consolidation Raises The Bar
- Buyers now demand multi-product value or 10x improvements, so point solutions must offer dramatic differentiation.
- Consolidation pressure mainly threatens vendors at the edge of product-market fit.