How do you create lasting customer loyalty in a world dominated by AI and rapid change?
What’s the real key to driving growth without relying on vanity metrics like NPS and adoption?
What if your customer success strategy was more than just numbers?
Keith Frankel, CEO of
Totango, shares his bold approach to customer success and growth. He explains why traditional metrics fall short and reveals how businesses can shift from product-driven to customer-led growth. Keith delves into the concept of value-driven alignment and discusses how AI is shaping the future of customer success. The conversation also tackles a broader shift in SaaS: if AI makes product features easy to replicate, companies will need new ways to stand out. Keith believes the answer isn’t product; it’s culture and operating DNA.
Jump into the action:
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01:56) Why investing in building a customer community matters
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04:38) Effective strategies for creating a thriving community in your business
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06:10) How to "prime" your customers to take action
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08:32) Shifting focus from vanity metrics like NPS to real customer ROI
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12:01) Leveraging AI-driven predictive models to understand customer outcomes
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16:16) Why value discovery before the sale is a must for long-term success
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19:01) Rethink the over-reliance on NPS, focus on true customer value instead
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28:44) Totango’s shift to focus on customer value as the North Star
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39:07) Embracing a framework for sustainable business success
(
45:36) How historical figures can shape modern strategies
What is GTM News Desk?
No BS news about B2B Go-To-Market.
This is GTM News Desk - the show that keeps you ahead with marketing and sales strategies that win and clarity on the experience buyers want.
Mark Kilens and Natalie Marcotullio give it to you straight - what you’re doing wrong, what you’re doing right, and how to level up your GTM game. They dish out the latest trends, buyer behaviours, and proven plays you can put into action now. From aligning sales, marketing, and RevOps to closing deals at a clip you didn’t think possible, this podcast gives you B2B’s greatest playbooks and lays out the ‘tactics’ to avoid like the plague.
Mark and Natalie take their decades of collective experience working with top B2B brands like HubSpot and Drift and combine them with the GTM expert insights you need to create an impactful GTM strategy for your business.
Produced in partnership with Share Your Genius - we handle full-service media production: managing the process, people, and growth. Find our more at www.shareyourgenius.com