Trish Bertuzzi – Founder/CEO at The Bridge Group
Natalie Severino – VP Marketing at Chorus.ai
Moderator: Scott Barker – Head of Partnerships at Sales Hacker
Back in 2014 HBR reported that “acquiring a new customer is anywhere from 5 to 25 times more expensive than retaining an existing one.” Things haven’t changed much since then. High-growth companies still look at reducing churn and further penetrating accounts as key sources of topline growth. However, many companies still think of the Customer Success organization as a support team and not a sales team.
In this webinar, Trish Bertuzzi, CEO of The Bridge Group, Inc., and Natalie Severino, VP Marketing at Chorus.ai discussed how customer success (CS) and customer experience (CX) are the new frontiers of company growth. They’ve demonstrated how the CS team can impact incremental revenue by running amazing upsell or cross-sell plays as well as ensuring businesses deliver top-of-the-line CX. They also described best practices in onboarding, training, measuring, and compensating CS reps.
What You’ll Learn:
- How the math behind customer acquisition makes retention more valuable
- The key elements of the post-sale customer experience
- What successful handoffs between sales reps and customer success look like
- How not investing in the sales skills of your CS team is costing you revenue
Watch it here