The Revenue Lab

#13 Customer success excellence at Hubspot w/ Daphne Costa Lopez

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Daphne Costa Lopez, Director of Customer Success at HubSpot, shares her extensive experience in customer success, discussing the evolution of customer success metrics, the importance of onboarding, and strategies for driving customer growth.

We cover:

  • Transitioning from churn and happiness metrics to revenue retention

  • The significance of customer outcomes as leading indicators

  • The impact of effective onboarding on customer retention

  • Strategies for driving customer expansion and growth

    • You can find more information about Daphne here: ⁠https://www.linkedin.com/in/daphnecostalopes/⁠ 

    RevOps Letter: ⁠https://www.getweflow.com/revopsletter⁠

    Janis on LinkedIn: ⁠https://www.linkedin.com/in/philippstelzer⁠Philipp on LinkedIn: ⁠https://www.linkedin.com/in/janiszech⁠Weflow: ⁠https://www.getweflow.com⁠

    Marker:

    • (00:00:00) Introduction

    • (00:01:17) Daphne's Background

    • (00:07:31) Evolution of Customer Success Metrics

    • (00:14:39) Importance of Onboarding

    • (00:19:06) Customer Outcomes and Value Metrics

    • (00:24:00) Strategies for Customer Expansion

    • (00:28:56) Effective Renewal Management

    • (00:35:30) Final Thoughts and Advice

      • ...more
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