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Release Date 12/17/15 Episode Length 33:43

Prioritizing Customer Success/Onboarding as a Growth Strategy

with Rob Walling of Drip

"The most valuable customers often need a higher level of service."
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Rob Walling, founder of Drip, talks with us about his recent focus on customer success. He believes there is a middle-ground between 100% self-serve, and high-touch onboarding, and he's hired help to find it. Rob shares his learnings from focusing on customer success, the impact on his sales process, and the metrics he uses to track it all.

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The most valuable customers often need a higher level of service.
Having continuity from sales through to customer success is really valuable.
There's a middle ground between 100% self-serve SaaS and Salesforce-level demos.

Intro Music by Alex Koch of Digital Dust Studios

Outro Music by Angus & Julia Stone (ODESZA Remix) — "A Heartbreak"