Customer Success: Advice for B2B Startups
Edward Chiu - Co-Founder & CEO of Catalyst
Ellen Terchila - VP, Customer Success of Sailthru
Rob Haber - Sr. Director, Customer Success of Splash
Denise Fitzroy - Manager, Customer Success of Segment
A successful sale is huge. A successful client might be even more important. Investing in customer success not only helps retain client relationships, but it can also help inform product development, differentiate the experience and can lay the groundwork for upsales and more revenue. We were surprised how new customer-centric disciplines are. We looked at Google trends over 10 years and found that 10 years ago customer success as a business concept was virtually non-existent. But, since then, it has risen to be the norm at SaaS companies. We’ll shed some light on the rise of the customer success practice with the experts from Catalyst, Sailthru, Splash, and Segment.