What value are you truly getting out of your SaaS applications? Nick Mehta, CEO at Gainsight, knows all too well how important it is to drive business value from your software. In fact, he and his team have developed a customer success approach that’s taken over the global SaaS business model. In this episode, Nick shares how to create more strategic relationships with your SaaS providers and realize significant value for your organization.

Key Takeaways:

• [00:00 - 03:25] Introduction to Nick Mehta
• [03:29 - 08:41] Defining and measuring value in ROI
• [08:43 - 11:34] The provider and buyer aligning on value
• [11:38 - 14:26] The definition of value depends on the data
• [14:28 - 16:03] A happy balance delivering customer success and product value
• [16:57 - 19:42] How has Gainsight looked at responsible business growth in the current market?
• [19:42 - 22:43] Changing the culture around who is involved in business-growth decisions and processes
• [22:47 - 25:31] How to be a strategic partner rather than a tactical provider
• [25:31 - 29:36] Thinking customer success in the current economy, and how to map value to increase renewals
• [29:36 - 32:36] Churn and creating frameworks, gravity naturally pulls toward churn
• [32:36 - 34:06] Driving value isn't antithetical to selling
• [34:07 - 36:26] Driving value with customers at Gainsight, learnings and failings
• [36:27 - 37:16] The Zylo Value Framework, ZVF
• [37:23 - 39:09] Rapid fire, Taylor's Version