Episode description
Value ownership in a SaaS relationship is a shared responsibility between the customer and the SaaS vendor. Listen to Todd Kirk and Casey Trujillo while they discuss the challenges of customer churn and explore the concept of value ownership, including how it shifts throughout the customer journey.
They identify three main challenges that SaaS vendors face in empowering customers to achieve their own business value: overwhelm, lack of proper tools, and lack of expertise.
Takeaways
- Value ownership in a SaaS relationship is a shared responsibility between the customer and the SaaS vendor.
- Customers often face challenges in realizing the value of their software, including overwhelm, lack of proper tools, and lack of expertise.
- CSMs should focus on equipping customers with the right resources and knowledge to drive adoption and success.
- Customers need support in change management, developing business acumen, marketing the software internally, and training their teams.
- CSMs should strive to make the customer's life easier and empower them to achieve their goals.
Contents
- 00:00 Introduction
- 1:47 Who Owns the Value?
- 06:29 The Problem of Solving the Customer's Problem
- 14:54 Challenges in Empowering Customers
- 26:51 Equipping Customers for Success
- 30:13 Conclusion and Homework Assignment
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred