Customer Value is the Only Metric That Matters with Keith Frankel

This is a podcast episode titled, Customer Value is the Only Metric That Matters with Keith Frankel. The summary for this episode is: <p>As we discussed in our last episode, we are taking a pause from Revenue on the Rocks while Ben is on paternity leave. During this time, we'll be sharing episodes from another podcast I am co-hosting: <a href="https://www.tackgtm.com/gtm-news-desk" rel="noopener noreferrer" target="_blank">GTM News Desk</a> with Mark Kilens. </p><p>GTM News Desk also talks about buyer-first best practices and interviews marketers who are experts in them in their day-to-day. </p><p>In this episode, Keith Frankel, CEO of Totango, shares his bold approach to customer success and growth. He explains why traditional metrics fall short and reveals how businesses can shift from product-driven to customer-led growth. Keith delves into the concept of value-driven alignment and discusses how AI is shaping the future of customer success. The conversation also tackles a broader shift in SaaS: if AI makes product features easy to replicate, companies will need new ways to stand out. Keith believes the answer isn’t product; it’s culture and operating DNA.</p>