Rob Bernshteyn, CEO of Coupa, on Customer Retention

Name: Rob Bernshteyn, CEO of Coupa, on Customer Retention
Uploaded: 2018-05-26T17:09:31+00:00
Duration: 44 s
Channel: Jason M. Lemkin
Description: In this segment, Rob Bernshteyn, CEO of Coupa, describes a shift in the SaaS industry toward a "value as a service" model, which he characterizes as a…

26 May 2018 · 1 min

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In this segment, Rob Bernshteyn, CEO of Coupa, describes a shift in the SaaS industry toward a "value as a service" model, which he characterizes as a once‑in‑a‑lifetime opportunity. He argues that if a company consistently delivers tangible value, it can retain customers indefinitely. While pursuing growth—from scaling from 1 to 10 and then to 50 customers—he stresses the importance of not losing sight of each individual customer's needs. Bernshteyn emphasizes that this focus applies across a wide spectrum of clients, from organizations with a few hundred employees to multinational corporations with tens of thousands of users, and that delivering continuous, personalized value is central to sustainable SaaS scaling.

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This change to a SaaS, or what I, what I like to call value as a service model, is once in a lifetime, right? I mean, you want to try to keep your customers forever, and if you're able to deliver value for them, you should be able to keep them forever. So I want to make sure that with everything we do, with all the desires to go from 1 to 10, the 10 to 50, and all the things that we talk about in terms of scale scaling SaaS, to not lose sight of each individual customer and the value that we could deliver for them. And I think that's, that's one of the areas that, that's very important to me. And we're trying to do it that way, from, from customers that are a few hundred employees to huge multinationals with tens and tens of thousands of users.