In this episode, Bill Cushard talks about the difference between defensive customer success and offensive customer success; and how to move from one to the other. Most software companies probably engage in defensive customers success, which is designed to retain customers. High-performing software companies engage in offensive customer success and grow customers. The question Bill addresses is how to move from being defensive to being offensive.

Two ways:

Step 1: Start measuring net revenue retention (NRR).

Step 2: Redesign the company business model so that value propositions on the business model canvas align to the revenue streams, so that all a customer success has to do is help customers achieve the value propositions, such that it naturally flows to purchasing additional products and services.

Enjoy the episode.

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