Growth Pill: Why Forcing CSMs to Sell Kills Growth

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This is Growth!

Daphne Lopes

44 episodes

5 days ago

In this podcast, we help you build and scale your SaaS business using customer-led growth strategies. Here you're going to learn how to transform Customer Success into the second growth engine of your business. We talk to the experts and the do-leaders. And they share their secrets to help you unlock the next level of performance of your Customer Success team while focusing on the most important aspect of CS: delivering customer outcomes.

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Growth Pill: Why Forcing CSMs to Sell Kills Growth

This is Growth!

4 minutes 2 seconds

1 month ago

Growth Pill: Why Forcing CSMs to Sell Kills Growth

If your “growth strategy” is just pushing CSMs to sell, you don’t have a growth strategy. You have a churn problem waiting to happen.

In this clip, I break down why giving CSMs quotas and tying them to expansions backfires, and what GTM and CS leaders should do instead:
⭐ Protect the value layer⭐ Sequence value before growth⭐ Instrument value measurement

Customer growth isn’t about forcing CSMs to sell more. It’s about delivering so much value that upsell becomes the natural next step.