This is Growth! Customer Value is The Only Moat Left, Here's How You Deliver it with Natalia Piaggio
20 snips
Aug 28, 2025 
In this engaging conversation, Natalia Piaggio, a Customer Success leader with 15 years in SaaS and enterprise transformation, shares her secrets to turning 'value realization' into a strategic advantage. She emphasizes the importance of aligning Sales and Customer Success to ensure customers receive true ROI. Natalia introduces frameworks like GROW and SOUL, illustrating how best to communicate customer value. Listeners will also learn how insightful customer stories can drive measurable business outcomes, transforming adoption into real customer impact.
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Start Value At The Sales Handover
- Map value conversations to the sales promise and review sales documentation for context.
- Use the sales handover to capture promised outcomes and ROI metrics.
Use Shared Sales Frameworks
- Use the same frameworks as sales (MEDIC, SPIN) to align discovery and outcomes.
- Make customer-led growth the shared goal: retain customers and expand from demonstrated ROI.
Shelfware Drives Scrutiny On ROI
- Enterprises buy many apps but use only a fraction, increasing scrutiny on ROI.
- Without proving tangible ROI, adoption and exec engagement won't prevent churn.