Monetizing Customer Success Requires Self-Serve Alternatives Before Charging For Services
Catherine Blackmore · The Secrets of Net Negative Churn: Customer Advocacy · Aug 28, 2017 · at 26:08
Catherine Blackmore, GVP of Customer Success at Oracle Marketing Cloud, discusses the prerequisites for charging clients for customer success services.
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“Before you can have that ask for the services order conversation with your customer, you need to make sure that you actually have tools available that they can opt to do themselves. So whether that's Resources in the community, or training online content that they can consume on their own. And so that paid conversation becomes around accelerating my success.”
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