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Driving customer lifetime value by focusing on outcome success

Customer lifetime value is a metric or index that quantifies the amount of money a customer is expected to spend while doing business with an organization and has become very useful for defining success....

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Customer journeys

Onboarding for retention and revenue

I believe it's easier to get at what customer onboarding should be by identifying frankly, what it shouldn't be. The sophistication and comprehensiveness of each organization's onboarding motion exists somewhere on a spectrum....

Who should own the revenue for existing customers?

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Revenue generation

Who should own the revenue for existing customers?

In this article, I'm going to be talking about should CSMs own the revenue? I'm going to be sharing why and why not. This is a hotly debated topic so I'll be sharing points of view from both sides....