• Episode 27: The 5-Year Customer Model

  • Mar 7 2025
  • Duración: 43 m
  • Podcast

Episode 27: The 5-Year Customer Model

  • Resumen

  • Most companies chase new customers without realizing retention is where real growth happens. Bob Mathers joins Alex Raymond to share why the smartest businesses focus on keeping customers for five years and how the right strategy can turn retention into a competitive advantage.

    In this episode, Bob breaks down the 5-Year Customer Model and explains why high churn is often a sign of deeper problems. Are companies setting themselves up for long-term success, or are they still stuck in outdated sales-driven models? Bob challenges leaders to rethink how they structure teams, run QBRs, and measure success. Instead of leaving retention to customer success teams alone, he lays out a case for making it a company-wide effort.

    Bob and Alex’s discussion is a must-listen for account managers and business leaders ready to move beyond quick wins and start playing the long game.

    Episode Breakdown:

    00:00 Introduction

    02:08 Bob Mathers’ Journey to Customer Success

    04:52 The 5-Year Customer Model

    05:03 Frustration with Customer Success Conversations

    06:06 Shift from On-Prem to SaaS Models

    08:10 The Burden of Generating Value

    09:09 The Role of Customer Success in Long-Term Retention

    11:35 The Role of Customer Success Managers

    14:48 The North Star Goal: Five-Year Customer Retention

    17:04 Ideal Customer Profile and Marketing Alignment

    20:03 Commitment to Long-Term Goals

    21:08 The Role of the CEO in Driving Change

    22:02 Single-Digit Incremental Improvements vs. Mindset Shift

    25:09 Core Functions, Behaviors, and KPIs

    26:46 The Role of Data in Customer Success

    27:18 Is a 5-Year Customer Good Enough?

    28:06 The Role of the Chief Customer Officer

    29:00 The Future of Customer Success and CCOs

    32:32 The Role of Product in Customer Success

    35:05 Optimal Structure for Customer Success Teams

    39:48 Closing

    Links

    Connect with Bob Mathers:

    LinkedIn: https://www.linkedin.com/in/bmathers/

    Website: https://bobmathers.ca/

    Connect with Alex Raymond:

    LinkedIn: https://www.linkedin.com/in/afraymond/

    Website: https://amplifyam.com/

    Podcast production and show notes provided by HiveCast.fm

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