Customer-Led Growth & Where Customer Ed Comes In? Kevin Chiu, COO & Co-Founder, Catalyst, Explains (Ep. 12)

Let’s be real. Retention rates are at an all-time low.

So, in a world where you have to do more with less, how do you still service the same customer base and prevent churn?

“You can't apply high-touch one-on-one CSM strategies to everything. And so you absolutely have to, right? So products, I think, like the one that you're working on, is an incredible solution—one avenue to drive customer education. If people don't understand how to use the mission-critical moments of impact we call in the product, then you are going to lead to churn,” says Kevin Chiu, Co-Founder & COO, Catalyst.

In our latest episode of LEARN, Kevin Chiu joins Ted to take a deep dive into customer-led growth (CLG) and where customer education comes into play. Additionally, they discuss customer operations and where to invest so you can grow your business.

Tune in to hear Kevin’s key frameworks around:

CS prioritization and infrastructure for customer-led growth

Comp plans, renewals, and the evolution of the CSS role

Leveraging Customer Education for business growth

Check out this episode to learn more about customer-led growth and how to make a big impact on your customer base. Listen on your favorite podcast app.