Episode description
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
49:03 Organizational Design and Efficiency
50:55 Listening to Customers and Gathering Feedback
53:04 Summary and Closing Thoughts
Resources
Credits
Show direction: Debra Wilson
Show design: Kensie Smith