Daphne Costa Lopez, Director of Customer Success at HubSpot, shares her extensive experience in customer success, discussing the evolution of customer success metrics, the importance of onboarding, and strategies for driving customer growth.
We cover:
Transitioning from churn and happiness metrics to revenue retention
The significance of customer outcomes as leading indicators
The impact of effective onboarding on customer retention
Strategies for driving customer expansion and growth
You can find more information about Daphne here: https://www.linkedin.com/in/daphnecostalopes/
RevOps Letter: https://www.getweflow.com/revopsletterJanis on LinkedIn: https://www.linkedin.com/in/philippstelzerPhilipp on LinkedIn: https://www.linkedin.com/in/janiszechWeflow: https://www.getweflow.com
Marker:
(00:00:00) Introduction
(00:01:17) Daphne's Background
(00:07:31) Evolution of Customer Success Metrics
(00:14:39) Importance of Onboarding
(00:19:06) Customer Outcomes and Value Metrics
(00:24:00) Strategies for Customer Expansion
(00:28:56) Effective Renewal Management
(00:35:30) Final Thoughts and Advice
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