2010-2019 was a key decade of growth for enterprise-focused SaaS businesses, and this continued into 2020. At least, until the Covid-19 crisis hit. Now, instead of favoring the pursuit of new logos while frequently neglecting their existing customers, the time has come to really invest in customer success instead of just pretending to do so.
Philip Lay spent two decades as an account executive, general manager and entrepreneur, before becoming a strategy advisor and managing director with The Chasm Group in 1995.
Today Philip is visiting professor at IESE business school in Barcelona and serves on a public-company board alongside his advisory activities with boards, CEOs and management teams.
Major clients include Autodesk, Compuware, HP, NetApp, Rackspace, SAP, and Salesforce.com.