On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer outcomes.
Markus Rentsch is the CEO of Remark-able, a consulting company helping SaaS companies to turn churn into profitable growth. He is passionate about challenging the status quo and coming up with new ideas, and as a consultant, his mission is to take his customers to the top.
Many companies talk about customer-led growth and customer-focused business plans. But what does that actually mean? For example, how do you measure customer outcomes and what is the limitation of those metrics?
In our discussion Marcus helps answer some questions about how to focus on customer outcomes:
- Customer Success is a Company-wide strategy – we tend to operate the inside-out strategy (usually churn or NRR) but in your opinion how does a company start to think about customer outcomes first?
- How do you measure customer outcomes?
- How long does it take to achieve these metrics? Most companies track on a yearly bases is that enough time?
Some key takeaways from this discussion:
- The biggest issue I’ve identified for CS teams is that there are often frameworks, processes, and playbooks that are not based on the customer. Instead, they are built from their own point of view that fits with the technology.
- A lot of companies are obsessed with net promoter scores, user activity, and health scores. But the thing is – none of these metrics really matter unless they translate into real customer outcomes
- There is no one model or framework to follow to focus on customer outcomes, this happens as you truly put the customer’s success before your own success.
Make sure you listen to the full episode and let me know your thoughts in the comments!