On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Chris Regester, Chief Customer Officer at Planhat about how to deliver customer outcomes through a value framework.
Chris Regester was recently recognized by Pavilion, being included in their “Top 50 CCOs to Watch” list. With nearly two decades of experience in SaaS, he has demonstrated expertise in team building, strategic planning, and process optimization across diverse global markets. On the rare occasions he is not talking about customer success he can be found chasing his dog and daughters on the farm where he lives outside London.
Achieving customer success is a long-term endeavor that demands ongoing dedication and collaboration with our clients. A solid foundation is provided by a company value framework, guiding businesses on this journey. So, how can we consistently deliver lasting customer value through a value framework embraced by the entire organization? And what are the initial steps to building such a framework?
In our discussion, Chris helps answer some of the tricky questions when it comes to building long-term value with your customers:
- Value framework – what is this at Planhat? How do you guys use this daily?
- For those listening who want to start a value framework, how would you recommend companies get started with building their own frameworks?
- What are some of the biggest mistakes/learnings you made while building out this framework that is working towards long-term success?
Some key takeaways from this discussion:
- In order to achieve desired outcomes, it is crucial to consider the inputs. So, what actions do our customers take to attain these outcomes? This is where the value framework comes into play – identifying the essential steps within Planhat that encompass best practices, templates, guides etc. By leveraging these resources, users can effectively accomplish their desired outcomes, and ultimately grow and retain their customer revenue.
- The tougher economy of the last 18-24 months has meant that people are being forced to have a much deeper assessment of how they’re driving value for customers. And you gotta make sure that whatever you’re offering, it’s influencing the customer’s P&L in some form or another.
Make sure you listen to the full episode and let me know your thoughts in the comments!