Why High-Spend Customers Hold the Key to Growth (with Katie Yagodnik) | Ep. 201

Scrappy ABM brings practical playbooks that don’t break the bank. In this episode, host Mason Cosby sits down with Katie Yagodnik, founder of SFE Advisors, to focus on one of the most underutilized areas of revenue growth: the post-sales experience.

While much of the market obsesses over CAC, Katie and Mason unpack the power of net revenue retention and why customer journeys after the sale are where long-term value is created. From segmentation strategies and digital adoption to habit formation and personalization, Katie shares how data, milestones, and feedback loops transform customer relationships. The conversation shows exactly how mapping behaviors and empowering users at the right moments leads to retention, expansion, and exponential growth.

👤 Guest Bio

Katie Yagodnik is the founder of SFE Advisors, helping companies grow after the sale. With 20+ years in customer success, sales, operations, and growth, Katie is a post-sales strategist recognized as a Totango Hero and Monster.com alum. At SFE Advisors, she specializes in building customer journeys that drive retention, expansion, and long-term revenue impact.

📌 What We Cover

• Why focusing on net revenue retention matters more than acquisition costs
• Customer segmentation based on spend, size, and adoption for post-sale success
• Mapping milestones across implementation, training, adoption, renewal, and expansion
• Turning customer communications into a data-driven framework for personalization
• Creating personas for executives, admins, end users, managers, and technical stakeholders
• Distribution channels that work: email cadences, LMS, office hours, knowledge base, and success squads
• Measuring success through open rates, activity tracking, and behavioral benchmarks
• Lessons learned: reducing email overload, proving program results, and iterating based on data

🔗 Resources Mentioned

• Katie Yagodnik on LinkedIn
• SFE Advisors
• Scrappy ABM: Visit for more ABM tips and strategies.
• Connect with Mason Cosby for a conversation about ABM.

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