In this innovative episode, we dive deep into the world of customer growth and retention with my very special guest, Kelly Olson. Kelly is the Founder and CEO of KO Knows Consulting and specializes in transforming post-sales customer experiences into thriving revenue centers for tech startups, agencies, and professional services.
Kelly provides insights on how a strategically designed and implemented Customer Success function can:
- Curate a seamless post-sales customer journey to cement long-term relationships and increase lifetime customer value
- Capture valuable customer data and feedback to share with product development, align and empower the entire organization
- Transform traditional customer service into a proactive, revenue generating component of your revenue ecosystem
We uncover the critical importance of the customer's journey after sales, discuss strategies for cementing these relationships early and creating scalable, predictable processes that demonstrate value within key timelines. Kelly shares her insights on why traditional handoffs between sales and customer service often fail, and how a collaborative approach can prevent customer churn and foster deep, data-driven connections.
We also explore the challenges of aligning sales and post-sales teams, understanding customer health through holistic data, and the financial impact of a robust customer success strategy. Tune in to learn about the power of internal communication, strategic planning, and leveraging customer advocacy to turn your customers into your greatest asset.
Let's get growing with Kelly Olson on Go Go GROW!
