Customer Valuecast

The acceleration of digital customer success is being driven by the efficiency and scale needs of the business as well as the changing and increasingly demanding expectations of the modern customer. As organizations strive to meet these demands and boost operational efficiency across the customer journey, the CS function, roles and responsibilities are becoming increasingly more nuanced. While the existence of digital elements in the CS strategy of companies is not new, we’re now seeing the emergence of dedicated Digital CS teams with their own roadmaps, strategies, operations and technologies. In this episode, host Ross Fulton chats with Kari Ardalan, Global Head of Digital and Scale Success, about her experience building a digital CS function and how you can achieve operational efficiency with the power of digital customer success strategies. 

Driving best-in-class yet efficient Net Dollar Retention Is proving more challenging for every recurring revenue enterprise. A tumultuous economic climate, organizational silos and heightened expectations from both customers and leaders mean that Customer Success is under unprecedented pressure to perform. How did 2022 shape where the industry is today and what should you plan for in 2023? In this episode, host Ross Fulton chats with Valuize's Chief Client Officer, Emily Ryan, and Industry Principal, Anthony D'Auria, about their biggest takeaways and key learnings from 2022 and the major trends shaping the future of Customer Success.

Many companies make the mistake of indulging in the thinking that multi-year subscription contracts can be won and then forgotten about until much closer to the renewal date that is years away. With multi-year agreements, the need for a clear and precise process for the definition, delivery and verification of customer value is paramount. In this episode, host Ross Fulton chats with Mark Reynolds, Senior Vice President, Global Customer Operations at Digital Realty, for his expertise on how to define, deliver and verify customer value when your contracts span multiple years. --- To accelerate customer value realization in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR Discover the 6 key disciplines to mastering customer value realization Learn 5 proven steps to aligning Sales & Customer Success and value selling and success Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

In the legacy B2B technology perpetual license business model new customer acquisition was king. But, the license model has now been fully eclipsed by the subscription economy. Today, top performing enterprises are shifting from new customer acquisition to now focusing on driving value realization for existing customers and, as a result, driving customer retention and expansion.   In this episode, host Ross Fulton chats with Geoffrey Moore, renowned author, speaker and advisor to the enterprise technology world, about what it takes to hit those performance benchmarks and win in today’s recurring revenue economy. --- To accelerate customer value realization in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR Discover the 6 key disciplines to mastering customer value realization Learn 5 proven steps to aligning Sales & Customer Success around value selling and success Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

In the world of B2B, customer value has historically been a trivial concept. But, in recent years, the conversation around customer value has shifted and organizations are finally realizing the criticality of customer value and its place at the heart of the customer lifecycle. In the subscription economy, customer value is more than an abstract idea, it’s a real, measurable and verifiable thing that powers your recurring revenue engine. But, delivering, measuring and selling customer value is all redundant if you don’t first have a carefully designed and agreed-upon definition of value. In this episode, host Ross Fulton chats with Brent Adamson, Global Head of Research and Communities at Ecosystems, about his groundbreaking research into customer value and how you can leverage the 3 types of customer value to drive market-leading revenue retention and expansion in your organization. --- To accelerate customer value realization in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR Discover the 6 key disciplines to mastering customer value realization Learn 5 proven steps to aligning Sales & Customer Success and value selling and success Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

While the path to growth will look different for every organization, there are some milestones that all enterprises aim for; hitting $100 million, $500 million and $1 billion in revenue. With each interval achieved, organizations reach a new level of growth and experience an entirely new set of challenges and opportunities. As your organization reaches new heights, you need to evolve your approach to your customer lifecycle to address the growing complexity of your customer and employee relationships.   In this episode, host Ross Fulton chats with Josh Rutberg, Senior Vice President of Global Customer Success at MuleSoft, about MuleSoft’s comprehensive approach to evolving their customer lifecycle and how you can plan for and champion hyper-growth in your organization.

Many B2B technology companies have been operating under a “growth at all costs” model . While this mindset has its benefits, it may negatively impact the long-term success and health of your business by putting a deep strain on your employees and customers. The longevity of your organization depends on approaching your business holistically with a focus on sustainable efficiency. As the value engine of your recurring revenue business, Customer Success plays a crucial role in this mindset shift.  In this episode, host Ross Fulton chats with Kellie Capote, Chief Customer Officer at Gainsight, about the fundamentals of unlocking sustainable growth by implementing cutting-edge strategies and developing a strong Customer Success motion. --- To accelerate customer value realization in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR Discover the 6 key disciplines to mastering customer value realization Learn 5 proven steps to aligning Sales & Customer Success around value selling and success Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

The legacy approach of selling to customers based on product features and functions alone is no longer enough. In order to meet and exceed the expectations of today’s customers, organizations must shift their strategy to create an end-to-end value framework that is centered on value-based outcome selling.  In this episode, host Ross Fulton chats with Chris Singh, Chief Customer Officer and Head of Global Success at Blackbaud, about how Blackbaud built an outcome-driven customer lifecycle and how you can leverage your people, tools and data to achieve a value-driven transformation in your organization. --- To accelerate customer value realization in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR  Discover the 6 key disciplines to mastering customer value realization  Learn 5 proven steps to aligning Sales & Customer Success and value selling and success Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

While Customer Success (CS) is quickly becoming a standard function within B2B technology companies, its responsibilities, investment and scope is anything but. To understand the current state of Customer Success and what executives are focusing on in 2022, RevOps Squared partnered with Gainsight to create The Customer Success Index 2022, a first-of-its-kind benchmarking study and customer research report that gathered data from over 350 organizations involved in Customer Success.  In this episode, host Ross Fulton chats with RevOps Squared's Founder & CEO, Ray Rike. Together, they share their insights on the groundbreaking research report and benchmarking study and offer their advice on how organizations can leverage the biggest opportunities and trends in Customer Success to achieve best-in-class NDR. --- To supercharge NDR in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR  Discover 5 proven steps to align Sales & Customer Success around value selling & success  Read about the what, why, and how of Net Dollar Retention - your most important success metric Visit valuize.co for our full library of cutting-edge customer lifecycle resources.

In all leading B2B technology enterprises, you’ll be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated Operations function. As Customer Success continues to evolve and grow as a domain, the need for a powerful CS Operations function, helmed by an equally strong leader, is critical. While your Customer Success strategy will define your direction, a strong Customer Success Operations leader will ensure you reach your direction efficiently and profitably.  In this episode, host Ross Fulton chats with Valuize's Chief Client Officer, Emily Ryan. Together, they discuss the critical role of Customer Success Operations to drive best-in-class Net Dollar Retention and how CS Operations leaders can prosper and flourish in this role.

To drive best-in-class Net Dollar Retention, all of your customers must realize measurable value from their usage of your product. For organizations with segments of 1000+ individual customers, this is a daunting proposition. While each individual customer may have a low Annual Recurring Revenue (ARR) value, these segments represent a significant percentage of your overall ARR when combined. Therefore, your ability to retain and expand this mass of customers is critical to your overall NDR performance and long-term growth. In this episode, host Ross Fulton chats with Nani McDonnell, Senior Vice President, Customer Success and Customer Support at PointClickCare, for her expertise on how to scale customer value realization to drive unparalleled revenue retention and expansion. --- To accelerate customer value realization in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR Discover the 6 key disciplines to mastering customer value realization Learn 5 proven steps to aligning Sales & Customer Success and value selling and success Visit Valuize.co for our full library of cutting-edge customer lifecycle resources.

In the license world, Sales was king. When business growth was driven entirely by net-new sales, the whole organization was laser-focused on this singular function. But, the license model has quickly and almost completely been taken over by the subscription economy. Revenue growth strategy in enterprise tech has shifted from new customer acquisition to now focusing on Net Dollar Retention as the key revenue driver. Today, enterprise technology companies' growth and valuation is driven through a finely tuned customer lifecycle that balances new customer acquisition with recurring revenue growth through customer retention and expansion. In this episode, host Ross Fulton chats with Brandon Sweeney, Chief Revenue Officer at HashiCorp, for his expertise on the critical role of the Chief Revenue Officer and how these leaders can create a unified customer journey that accelerates revenue retention and expansion. --- To supercharge NDR in your organization: Learn how you can integrate your customer lifecycle to accelerate value realization and best-in-class NDR Discover 5 proven steps to align Sales & Customer Success around value selling & success Read about the what, why, and how of Net Dollar Retention - your most important success metric Visit valuize.co for our full library of cutting-edge customer lifecycle resources. 

Customer Success Operations is the engine that powers your customer lifecycle with the goal of achieving best-in-class Net Dollar Retention. In order to achieve this recurring revenue utopia, CS Ops, along with all the other functions in your organization, need to perform as a cohesive unit with a holistic view of your entire customer journey. In this episode, host Ross Fulton chats with Mary-Beth Donovan, Vice President, Global Customer Success Operations at VMware, for her expertise on how to build an impactful CS Operations function that propels your entire organization towards best-in-class Net Dollar Retention.

What percentage of your current ARR is currently managed through your channel partners? For enterprise companies, this percentage can be north of 50%. Yet, equipping channel partners to drive customer value realization, and therefore retention and expansion of that ARR, is too often neglected. In this episode, host Ross Fulton chats with Chris McCloskey, Chief Customer Officer at Datto, for his expertise on the fundamentals of a partner program and how enterprise organizations can build a powerful partner ecosystem that amplifies the success of their customers and their company's recurring revenue potential. 

In the race to build an exceptional customer data foundation, B2C companies are steadfastly in the lead. From the onset, B2C companies have built their entire business model, including their system infrastructure, architecture, and processes, around the customer. On the other hand, B2B companies have traditionally built their business around the product, with the customer as a secondary consideration. To build a truly customer-centric business, B2B technology companies must re-evaluate their customer data model in order to drive revenue-generating value for their customers and company. In this episode, host Ross Fulton chats with David Read, Global Customer Success Operations at VMWare, for his insights on the challenges and opportunities of optimizing customer data and how enterprise organizations can transform their customer data into their most strategic asset.