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Homo economicus | Ed Powers | Ep. 86
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BS in CS alert: Ed Powers wants to clarify how value works in a SaaS business.
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⏱️ Timestamps:
00:00:00 - The science
00:01:37 - The customer success statement that triggered Ed
00:03:02 - “Customers churn because of value” debate begins
00:05:10 - Value and cost as intertwined factors
00:06:30 - Value is relative, not absolute
00:07:28 - How we evaluate vendors and decisions
00:08:38 - The six factors that drive perceived value
00:09:25 - What CSMs should understand about cost and value
00:10:09 - Real-world example of cost affecting customer loyalty
00:11:53 - Philosophy behind value and customer experience
📺 Lifetime Value: Your Destination for Customer Success content
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🤝 Connect with the hosts:
Dillon's LinkedIn: https://www.linkedin.com/in/dillonryoung
JP's LinkedIn: https://www.linkedin.com/in/jeanpierrefrost/
Rob's LinkedIn: https://www.linkedin.com/in/rob-zambito/
👋 Connect with Ed Powers:
Ed's LinkedIn: https://www.linkedin.com/in/ed-powers-ab5315/
Mentioned in this episode:
And go listen to We F*cked Up So You Don't Have To with Stino and Melanie on the Lifetime Value Media Network, wherever you found this show!
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