With subscription models, acquisition is only the starting line. Organizations need to develop competence around onboarding new members, driving engagement, and expanding the relationship to maximize customer lifetime value. A whole new discipline has grown around this idea of "customer success," often replacing customer support, and with a radically different focus. Customer success is about proactively ensuring that subscribers get the value they're paying for. On this episode, Robbie speaks to Nick Mehta, CEO of Gainsight, often called The Customer Success Company. Nick is both an expert on the emerging discipline of customer success and the leader of a SaaS company that is forever dedicated to a promise of “helping businesses develop deep and lasting relationships with their customers.” They explore the secrets of customer success—what it is, why its growth so closely aligns to the rise of subscription-based businesses and Saas specifically, and how a customer success orientation can help dramatically increase your customer lifetime value, a key metric in the membership economy.
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