In this episode, Emil meets with Sandy Yu, an experienced growth executive and startup advisor. The two talk about the shifting focus toward existing customers as companies seek sustainable growth.
Sandy defines Customer Success and explains how it relates to the "revenue bowtie" concept, which has been gaining traction in the past few years. She explains how delighting customers can lead to greater Annual Recurring Revenue (ARR), which is a very important metric of corporate performance, especially in the SaaS world.
In addition, Emil and Sandy discuss why customers typically leave, and provide suggestions about how companies can truly understand what a customer values. Sandy introduces an interesting idea about "show me you know me" as a guiding point for everyone who wants to delight customers.
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