Customer success shows up beyond the board room...
Below is an excerpt from Brightcove's July 28 earnings call, a $200MM+, publicly traded company that provides video solutions to its enterprise customers.
In the call, CEO Jeff Ray explains four strategic focus areas, first and foremost?
- communicating ongoing commitment to customer industries
- negotiating multi-year renewals
- validating value proposition
- new onboarding program
- access to experts
In an earnings call.
CEOs and board members, don't be fooled into thinking that customer success is fluff.
If it feels that way you're doing it wrong.
In concert with product, marketing, and sales, your customer success strategy will have a material impact on the top and bottom line of your business.