Things you will learn:
- How things change with the subscription economy
- Where to start when it comes to CLTV
- Benchmarks for retention (enterprise and SMB)
- How do we go on offense (adoption, upsells etc)
- Product to platform discussion
- When to evolve pricing and how to update it (think alignment!)
- How to not overcomplicate things
- How TTV (Time to Value) matters in the CLTV conversation
- How to model CLTV
- Should you always have transparent pricing?
- Why a healthy product release pipeline is vital for CLTV
- If they are not growing, they are on the path to churn
- CS and Sales Alignment
Nick Mehta Bio: Nick Mehta (he/him), is the CEO of Gainsight, the Customer Success Company. He works with a team of over 1000 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, feminism, parody music videos and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.
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