Episode description
Do your key customer contacts experience real value in your product? Tune into to our conversation with Tim Hill, Director of Client Success at Gong, a rapid-growth revenue intelligence company on the Deloitte Technology Fast 500 list.
Tim shares insights into driving customer retention and growth, emphasizing the importance of engaging key personas and earning their trust and attention. We also discuss the alignment between sales and customer success, and the need for incentives that support both new revenue and retention.
Takeaways
- Engage key personas and earn their trust and attention.
- Align incentives between sales and customer success to drive collaboration.
- Understand the leading indicators of retention and focus on delivering value.
- Build strong relationships with multiple stakeholders to mitigate risk.
Chapters
00:00 Introduction and Background
05:25 Driving Retention and Growth
10:09 Identifying Leading Indicators
16:16 Engaging Key Personas
27:37 Earning Credibility and Building Relationships
29:55 Aligning Sales and Customer Success
38:24 Incentives and Alignment
46:18 Taking Action: Understanding Personas
Resources
Credits
Show direction: Debra Wilson
Show design: Kensie Smith