Farewell To Fighting: It’s Time To Embrace A Go-To-Market Offense

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Edward Chiu Nouvelles

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Edward Chiu, co-CEO of Totango + Catalyst, leads a customer growth platform that maximizes customer lifetime value and drives revenue. Read Edward Chiu's full executive profile here.

It can feel like a knife fight on the front lines trying to hit a sales quota, let alone move a prospective qualified lead down the funnel. The tech market, specifically SaaS, is experiencing a shakeup and the battlefield is ruthless.

and a predominant factor in pushing the responsibility of revenue generation beyond the sales team. Many post-sale teams who lead onboarding, adoption and engagement are stepping up to lead this charge.in their CS software. Businesses recognize maximizing customer lifetime value as the key to sustainable growth, and CS is the linchpin.

To unlock sustainable growth, let the CS team be your secret weapon. Align their goals with your financial priorities, give them customer growth software that fits the job, and get creative in incentivizing new practices and new growth targets.Acquiring new customers is increasingly challenging and costly, so prioritize long-term value over short-term gains. CS is best equipped to play an outsized role in this area, cultivating customer loyalty and reducing churn.

Squeezing money out of customers doesn’t create value for them; it distracts them from reaching their goals and, in the long run, threatens opportunities for durable growth. Be agile and adaptive to customers’ current needs and cultivate the loyalty that will maximize LTV and revenue growth over time.By taking on revenue generation through upsells and increasing customer LTV, customer success leaders are rightfully earning a spot at the executive table.

 

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