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Consistent revenue growth and renewals are both touted as super important in my org, but net new sales seems to be more important to leadership than retention. How can a revops role help with that?

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3 Answers
Customer Success / Revenue Ops Alignment
  1. Akira Mamizuka
    Akira Mamizuka

    LinkedIn Vice President of Technology and Product Operations • 3y

    At LinkedIn we use the TAM (Total Addressable Market) approach to tackle this problem. First, we separate the "New Business TAM" from the "Existing Business TAM", in order to understand penetration and "headroom" in each category. Startups, early stage companies (and even mature companies potentially) tend to have a "New Business TAM" that vastly exceeds their "Existing Business TAM". This tends to be the main reason companies prioritize New Business over Existing Business. A secondary and more ...Read More

    1,990 Views
  2. Lauren Davis
    Lauren Davis

    BuildOps VP, Revenue Operations • 3y

    It’s not uncommon for leadership to fixate on sales because it’s very easy to see the result: I hire one sales person, I get $X in incremental revenue. But the fact of the matter is that you can’t have sustainable revenue growth without retaining customers. For this problem in particular, I’d focus on two things: Breaking down revenue growth to show retention as part of the equation. For revenue this year, what % came from existing customers vs. new sales. If upsells and expansion live in CS, br ...Read More

    3,928 Views
  3. Sowmya Srinivasan
    Sowmya Srinivasan

    HubSpot Vice President of Revenue Operations • 1y

    While new business is absolutely essential for growth , an overemphasis on net new leads to missed opportunities with your biggest asset - existing customer base! Retention-led growth is a powerful strategy that can help companies achieve sustainable revenue growth, lower acquisition costs, and build stronger customer relationships. By balancing the focus between acquiring new customers and retaining/expanding existing ones, companies can create a more customer-centric and profitable business mo ...Read More

    710 Views

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