The following is the second (of three) parts of an interview with Bill Godfrey in which he reflects on the history, current state and future of customer success. It focuses on Bill’s assessment of the current state of customer success. The third part will offer his counsel for current SaaS companies trying to reap the true value of an expert services team. The first part of the interview is a reflection on his personal experiences as an executive building an expert services division.
If you are in the tech space in the Midwest, you not only know of Bill Godfrey, but you may have been lucky to reap the benefits of his counsel. He is not merely a substantial investor in SaaS companies in Indiana, but he is also a valued advisor about how to make key early-stage decisions that will impact the success and future valuation of a company. He knows what he knows based, in large part, on his own experience as a software executive at Software Artistry, and then again as Founder and CEO of Aprimo. Software Artistry was acquired for $200 million and Aprimo was acquired for $525 million, giving Bill the personal expertise in building companies with strong valuations.