Stay ahead with customer value thinking.

If you are an avid reader, you might have seen lots of posts and discussions on the topic of “The Great Resignation” in recent months. This is a serious matter, and it does not appear as if though it will cease anytime soon. If you have not read anything about it, we provide some perspective in this first of three blogs so that you can get up to speed. Many people thought this phenomenon was temporary and mainly due to the COVID-19 pandemic. But the trends show something different and deeper is happening to the U.S. workforce. There is nothing temporary in this tsunami of resignation and it...

47 million people quit their jobs in 2021. Some chose a different career path. Others took a break and simply want to retire. Overall, this is a major shift in the workforce landscape, and it is far from over. Right now, in the USA, there 11 million open positions and 9 million workers sitting on the sideline. Additionally, there is a drought of specialized skills in engineering, sales, and accounting for example. If you are a CRO needing resources to scale, your HR leadership team must be your best friend right now. But facing The Great Resignation is not just an HR and talent acquisition...

No industry is immune to The Great Resignation, especially in the go-to-market realm. Salespeople may be particularly susceptible to the phenomenon for a variety of reasons including but not limited to working 100% remotely, timing of the commission payments, pay levels due to increased uncertainty, and a lone-wolf mentality that can quickly lead to burnout and a lack of attachment to their teams.

Economic pressures over the past few years have resulted in increased scrutiny for expenditures under new and existing technology contracts. This heightened emphasis on financial impact products and services deliver requires sales teams and customer success staff to elevate their approach. Conversations with prospects and existing customers must focus on tangible value. Instead of just being the purview of sales teams, value must be front and center in every customer interaction.

While the world is bouncing back, the economic impacts of the pandemic are still being felt across industries and borders. Organizations are putting expenditure under the microscope, scrutinizing every purchase decision. Sales and customer success teams must be ready to make a strong case for every opportunity, backed by substantiated and specific customer value delivered. And that calls for a scalable value selling solution.

Companies track a lot of metrics, including customer acquisition costs (CAC), customer lifetime value (CLV), and monthly recurring revenue (MRR). While these are all important to measure, one metric that often gets overlooked is the customer retention cost (CRC).