WKRP in Cincinnati was a sitcom that ran from 1978 to 1982. It was a show that really focused on the relationships between the main characters on the show, all employees of a struggling AM radio station in Cincinnati that switches its format to playing rock music to stay afloat. The theme song you just heard contains the lyrics, “Baby, if you’ve ever wondered, wondered what ever became of me.” In the world of B2B, I’m sure there are a lot of customers thinking the same thing about their vendors.
Sandy Yu is an advocate for Customer-Led Growth, a strategy that focuses on driving additional revenue and customer loyalty by focusing on your current customers rather than on new customer acquisitions. Her Customer Growth Framework is designed to increase Net Revenue Retention, drive more referrals from customer advocates, and motivate teams to deliver value. By focusing on your customers, hopefully, they won’t be singing, “Just maybe think of me once in a while.”
We discuss:
• How Customer-Led Growth differs from other growth strategies
• Why Customer-Led Growth focuses on value
• How Customer-Led Growth generates additional revenue
• Tactics for deepening customer relationships
• Long-term impacts of deeper customer relationships
• The most important radio station to customers (it’s not WKRP)
• How automation fits into Customer-Led Growth
• How Advisory Boards can drive customer relationships
Connect with Sandy on LinkedIn
Revenue CCO
Music courtesy of Big Red Horse
