I was speaking with someone who worked for a very large SaaS organization, picking his brain about how large successful SaaS companies look at growth in relation to customer service and retention as a strategic advantage, or even as a variable embedded in their business model.
For example, every company expects a portion of their client base to leave for various reasons - product not a fit, bad customer service, price etc. Why dont more companies start with LTV and work backwards to their revenue and retention goals, instead of starting out with an aggressive sales model?
There are examples of thriving and troubled companies we see in the marketplace today, I don't need to take any names. How would their business be different today if they took the LTV first versus growth first approach?