Who owns the value in a SaaS relationship? SaaS Therapy
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- Business
Value ownership in a SaaS relationship is a shared responsibility between the customer and the SaaS vendor. Listen to Todd Kirk and Casey Trujillo while they discuss the challenges of customer churn and explore the concept of value ownership, including how it shifts throughout the customer journey.
They identify three main challenges that SaaS vendors face in empowering customers to achieve their own business value: overwhelm, lack of proper tools, and lack of expertise.
Takeaways
Value ownership in a SaaS relationship is a shared responsibility between the customer and the SaaS vendor.
Customers often face challenges in realizing the value of their software, including overwhelm, lack of proper tools, and lack of expertise.
CSMs should focus on equipping customers with the right resources and knowledge to drive adoption and success.
Customers need support in change management, developing business acumen, marketing the software internally, and training their teams.
CSMs should strive to make the customer's life easier and empower them to achieve their goals.
Contents
00:00 Introduction
1:47 Who Owns the Value?
06:29 The Problem of Solving the Customer's Problem
14:54 Challenges in Empowering Customers
26:51 Equipping Customers for Success
30:13 Conclusion and Homework Assignment
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
Value ownership in a SaaS relationship is a shared responsibility between the customer and the SaaS vendor. Listen to Todd Kirk and Casey Trujillo while they discuss the challenges of customer churn and explore the concept of value ownership, including how it shifts throughout the customer journey.
They identify three main challenges that SaaS vendors face in empowering customers to achieve their own business value: overwhelm, lack of proper tools, and lack of expertise.
Takeaways
Value ownership in a SaaS relationship is a shared responsibility between the customer and the SaaS vendor.
Customers often face challenges in realizing the value of their software, including overwhelm, lack of proper tools, and lack of expertise.
CSMs should focus on equipping customers with the right resources and knowledge to drive adoption and success.
Customers need support in change management, developing business acumen, marketing the software internally, and training their teams.
CSMs should strive to make the customer's life easier and empower them to achieve their goals.
Contents
00:00 Introduction
1:47 Who Owns the Value?
06:29 The Problem of Solving the Customer's Problem
14:54 Challenges in Empowering Customers
26:51 Equipping Customers for Success
30:13 Conclusion and Homework Assignment
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
30 min