Erba: Customer success teams should never carry sales or upsell quotas
Claudio Erba · 1330 This Professor Quit Higher Ed For Learning Management Platform, $24m in ARR · Mar 16, 2019 · at 12:54
Docebo CEO Claudio Erba discusses separating account expansion roles from customer success roles to improve customer adoption and satisfaction.
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“So my lesson is don't let, ah, customer success upsell or having sales quota. They need to focus on making customer happy.”
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More from Claudio Erba
Erba: Founders should hire customer support teams before accelerating growth
“And this is an advice that I'm giving to other entrepreneurs. Hire first, grow after.”
Erba: Docebo's average annual contract value is slightly below $20,000
“It's somewhere between 10 and 30. It's slightly below 20 if we needed to make the average.”
Erba: 93% of Docebo's revenue is generated outside Italy
“And then we raised capital, we changed business model, and then we started doubling the revenues from 2012 to today with a huge growth and with 93% of the business outside Outside, Italy, 60% in North America.”
Erba: Docebo has raised around $10 million in working capital
“Working capital, around ten million.”