ROUNDTABLE FOR A
CUSTOMER REVOLUTION

FOUNDERS
The New Normal
The 2022 crash of firm valuations, slashed budgets and rising interest rates–the New Normal–brought a new urgency to customer-centricity. Customers are rejecting employee-led growth implemented through traditional silos like Marketing, Sales and Support and the belief in growth by throwing more money at it. In this New Normal, businesses can no longer afford such friction and inefficiency.
Today's imperative is customer-led growth executed by cross-functional teams outside of silos, and based on connecting customers with each other and prospects, depending on natural advocacy, peer communities and co-created products. A switch from "bought growth" to "earned growth."
Our Lodestar: Simplify growth.
"For all difficult decisions in the Customer Journey—pre-sale and post—customers most want to hear from other customers like them."
Nick Mehta, CEO, Gainsight, co-author, The Customer Success Economy
EXAMPLES
ACQUISITION: Early Salesforce customers "closed" 80% of prospects at live events, simply by talking to each other—no sales pitch required.
RETENTION: SAS Canada formed its "Customer Champions" to address seriously declining retention rates vs. an expensive marketing campaign. Retention rates: fully restored.
COSTS: Microsoft's customer community (espy MVPs) reduced support costs by $100sM—and improved support satisfaction scores.
Testimonials
ROUNDTABLE FOR A CUSTOMER REVOLTION
An Expanding Consortium


FOUNDERS

Roundtable Resources
The Roundtable has blossomed into an ongoing, diverse and expanding Consortium of the best minds and leaders in business. Check out our offerings, customized for your two most important growth stakeholders: 1) Leadership (CEOs and Boards) as well as, 2) Implementation leaders (Cathedral Builders) who engage your best or "ACI" customers.