Tune in for exciting insights on Customer-Led Growth from Manuel Harnisch, Vice President of Customer Success, FOSSA, featured on the latest podcast hosted by Saad Arshed, COO, Xgrid.
Building a Sales Team is hard and finding a right talent is even harder, and Manuel, with his unceonverntional way of building it, believes in hiring diverse talent from various backgrounds even like hospitality, music, and teaching, people with the right ambitions and realistic goals, can excel in sales.
He emphasizes the value of qualitative customer feedback, leveraging tools like call recordings and email sentiment analysis for real-time insights into customer preferences and satisfaction levels.
Additionally, while metrics such as NPS (Net Promoter Score) provide valuable directional guidance, he advocates using them as observational markers rather than rigid management targets.
He also anticipates that future startups, with the help of Gen AI, will pioneer comprehensive solutions at lower prices, reshaping the conventional high-cost models.
Initially business strategies favored Product-Led Growth (PLG), where intuitive product design drives customer acquisition without extensive sales efforts.
But, Manuel believes that Customer Success (CS) plays a crucial role by collecting feedback to refine product strategies, ensuring scalable growth and customer satisfaction – but, it Customer Led Growth ultimately leads back to Product Led Growth, If done correctly!
