How to grow CS while focusing on customer outcomes

2 min read

Many companies talk about customer-led growth and customer-focused business plans. But what does that actually mean? For example, how do you measure customer outcomes and what is the limitation of those metrics?

In this episode, our host Anika Zubair chats with Markus Rentsch, CEO at Remark-able about how to grow customer success while focusing on customer outcomes.

Markus Rentsch is the CEO of Remark-able, a consulting company helping SaaS companies to turn churn into profitable growth. He is passionate about challenging the status quo and coming up with new ideas, and as a consultant his mission is to take his customers to the top.

Marcus has helped a number of SaaS businesses create the Customer-Value-Led-Growth business model, which is a unique approach to delivering, growing, and monetising customer value.

“The biggest issue I've identified for CS teams is that there are often frameworks, processes and playbooks that are not based on the customer. Instead they are built from their own point of view that fits with the technology. For example, there are a lot of companies that are obsessed about net promoter scores, user activity, and health scores. But the thing is - none of these metrics really matter unless they translate into real customer outcomes.”

Listen now to the full conversation with Markus and Anika to learn more about how to grow customer success while focusing on customer outcomes.

How to manage churn in turbulent times

Our host Anika Zubair chats with Jay Nathan, EVP and CCO at Higher Logic about how to manage churn in turbulent times.

Transition into Customer Success

Our host Anika Zubair chats with Julie Reader, Customer Success Coach at Dooly about landing your first customer success role without any SaaS experience.

Customer Success in a recession

Our host Anika Zubair chats with Jennifer Yorke, CCO at Omertria about how to ensure the success of your CS department during a recession.

Learn more about

Drop your email and let us show you our platform!

Get a Demo

We look forward to showing you Planhat.
Tell us a bit about yourself.

Please enter your business email address. This form doesn't accept addresses from that email service.

By submitting this form, I understand and agree that Planhat may collect, process, and retain my data pursuant to Planhat’s Privacy Policy.

Thank you! 🙌

Thank you for your interest in Planhat.
You will hear from us soon!


Sorry, an unexpected error occurred. Try again later!

Thank you! 🙌

Thanks for subscribing to our newsletter. Stay tuned!