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Chief Customer Officer Perspective – How Valuable is Customer Success?
Episode 33
Published 2 years ago
Description
In this episode, Matt Edwards, Chief Customer Officer at Defense Storm, discusses the challenges and value of customer success in today's business landscape. He highlights the shift in funding and the need for customer success to prove its worth in terms of revenue and value delivery.
Edwards emphasizes the importance of embracing the question of what customer success does and justifying its value to the organization. He also discusses the use of mutual contracts, the role of QBRs (business reviews), and the quantification of ROI in customer success.