5 Costly Customer Success Mistakes ft. Markus Rentsch

Scale Tale - The Customer Success Podcast

To build the foundations of a business focused on growth and sustainability it’s essential to learn why customers pack their bags and how every departure holds a lesson for your business.
Markus Rentsch joins Mausmi Ambastha on The Scale Tale Podcast this week to discuss how onboarding can make or break the value of your product for each customer, the pitfalls of bad fit customers, and the societal shift towards unsustainable business growth models, bridging the gap between what customers need and what they get, and how tracking actual outcomes, rather than usage metrics, can reveal the true state of customer retention.
Timestamps:
0:00 - Preview
1:27 - Meet Markus Rentsch
5:00 - Mistake #1 Why does Customer Success fail or get neglected?
11:00 - Mistake #2 - Not understanding the needs of the customer
15:21 - Mistake #3 - Not tracking customer outcomes
19:50 - Mistake #4 - Failing to do Feature-based onboarding
33:08 - Mistake #5 - Superficial churn analysis
39:40 - Closing
About Markus
Markus is the CEO of Remark-able - a consulting company that helps SaaS companies to turn churn into profitable growth. He has spent the last many years developing a new business framework called Customer-Value-Led-Growth. Before starting his own business, he worked in various roles in controlling and corporate development.
Follow Markus on LinkedIn 👉https://at.linkedin.com/in/markus-rentsch-customer-value-led-growth-for-saas
Follow the Podcast Host Mausmi Ambastha on LinkedIn 👉 https://www.linkedin.com/in/mausmiambastha/