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Guest presenter Kate Leggett, Principal Analyst from Forrester Research, shares The Economic Value of Customer Success. In this presentation she goes into the real economic and monetary impact that having a Customer Success focus brings to a Subscription business like Enterprise SaaS. In fact, the most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
