This was presented at SalesHacker Conference in San Francisco on 11/6/2014 by Lincoln Murphy.
Customer Success as a Growth Engine: Ideal Customers, Advocates, and Upsells.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.