Taking control of the broken funnel with Justin Edwards, SVP of Revenue @ Mercato Partners

SaaS Therapy

Mar 12, 2024•54 min•Ep 9•Transcript available on Metacast

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Episode description

Today, we're joined by Justin Edwards, SVP of Revenue @ Mercato Partners (a venture capital fund supporting early-stage technology companies). In his role, Justin works closely with revenue teams in tech startups as an expert growth advisor.

In this episode, Justin discusses the biggest challenge facing startups today - the decline in growth rate, and what Customer Success teams can do to take control of their available levers.

Takeaways

The decline in growth rate is the biggest challenge facing startups today.
Focusing on delivering value to existing customers and expanding revenue opportunities within existing accounts is crucial.
Alignment within the organization is essential for supporting customer success.
Preventing discounting and focusing on value delivery are key strategies for success. Mastering the fundamentals is crucial for success in any field.
Selective customer acquisition is essential for recurring businesses.
Building strong relationships requires avoiding unnecessary barriers.
Revisiting the fundamentals of communication and value delivery is important for customer success.
Organizational design and efficiency are key factors in supporting customer success efforts.
Listening to customers and gathering feedback is crucial for understanding their needs and improving the customer experience.

Chapters

00:00 Introduction and Guest Introduction

05:15 The Biggest Challenge Facing Startups Today

12:09 The Impact of Growth Rate Decline

20:39 Preventing Discounting and Focusing on Value Delivery

27:59 Aligning the Organization for Customer Success

35:59 The Pillars of Customer Success

41:02 Delivering Business Value and Remediating Discounting

43:28 The Importance of Fundamentals

44:22 Selective Customer Acquisition

45:03 Building Strong Relationships

46:23 Revisiting the Fundamentals