Yuri Ferber

So in my opinion, too, if you are a vertical B2B, you must have segmentation in your customer support and your customer success teams.

So both teams will need to have domain expertise on what you do.

So if they talk the same language of your client, it's going to create a value and it's going to create a bond and the churn will be dramatically reduced.

So segmentation is very important.

And customer success, by the way, customer success for me is they are the guys that upsell.

So again, going back to that example, you have a product, you partner with another company to add their product to your offering,

Who does that?

In my opinion, the customer success is the one that upsells.

Because why is that?

Because for me, customer success is like CRM 2.0.

So these are the customer relationship managers, very close to the clients, but they need to understand the client business.

And so they are talking to the client on a frequent basis, so they will know

the best time to upsell or to sell a new product to that same client.

And the sales teams, they are worried about bringing new clients.

So you segment, you leave the sales team acquiring new clients, and you have the customer success team, of course, making sure everything is working and upselling new products to your client base.

We believe it.

This is a page from our website.

We believe it so much that you can see in our product page, this is our products.

In our product page, we highlight our customer success team and our customer support team.

So, again, you can have a great product, but you need to have customer success and customer support serving your clients very well and keeping your churn very low.