Sales Hacker

MAY 14, 2024

The post GTM 94: Mastering Branding, Pricing, and Customer Success for AI Startups with Holly Chen appeared first on GTMnow. 46:33 – One thing that is working for Holly in go-to-market right now. 46:33 – One thing that is working for Holly in go-to-market right now.

AI 125

AI Customer Success Branding Pricing 125

SaaStr

JULY 22, 2021

Ultimately, almost all software companies end up getting 20-50% or so of their new customers from their existing customers once they hit scale. From brand. Bill.com at IPO saw 50% of its new customers coming from word-of-mouth and second-time buyers. Have more hands helping your early customers be happy.

Sales Hiring 358

Sales Hiring Scale Customer Success Branding 358

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 158

Customer Success VP of Engineering Payments Payment Methods 158

Tom Tunguz

FEBRUARY 26, 2025

The Strategic Advantages of UBP Aligns vendor success with customer success : When a customer like Uber grows, their usage naturally expands, benefiting both parties. This creates genuine mutual interest in the customer’s growth. Customers effectively lend the startup money to grow.

SaaS Payments 276

SaaS Payments Pricing Strategy Scale 276

SaaStr

JUNE 10, 2024

Especially because the first 1-2 successful reps you hire will often be a bit of a product expert, and be great at really understanding customer problems. Renewals, if they are tough, are sometimes better handled by sales who at least isn’t a brand-new name Customers like continuity. They maybe even are owed it.

Sales Hiring 322

Sales Hiring Scale Sales Customer Success 322

SaaStr

JUNE 15, 2020

We will start to visit customers in person again. In customer success and sales, that will still likely mean being closer to a customer geography. Brands matter more. You can’t visit your customers. But your brand can. Brand matters more than ever. Make sure they know this is OK.

Sales Hiring 358

Sales Hiring Enterprise Branding Cloud 358

ChurnZero

JANUARY 6, 2025

Whats the one thing that wont change in customer success this year? So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? ” So what 2025 customer success trends can we anticipate? The pace of change itself.

Trends 52

Trends Customer Success Scale SaaS 52

SaaStr

JANUARY 17, 2021

But once you have a brand, one way or another, the leads come. They all have brands, yes. But the customers are really only behaviorally loyal — see more on this critical point here. The customers use the product because they have to. But, we de-prioritize customer success. Sometimes it is, yes.

SaaS 363

SaaS Venture Capital Churn Branding 363

SaaStr

OCTOBER 16, 2020

We’ve talked quite a bit on SaaStr about Customer Success, and there’s a very specific reason for it. Customer Success can feel like a cost center in Year 1 (and indeed, it is), but by about 18 months out after your first 10 paying customers … it will be your largest profit center. Be Present.

B2C 322

B2C Customer Success Customer Support Churn 322

SaaStr

AUGUST 16, 2021

“ Product team is closer than ever to customers/users ” – Philip Cuter, CEO, Paper. Does your head of customer success and head of product work jointly on all top customers? . “Visit as many customers in person as possible” — Ryan Janoch, co-founder and VPS, Mapistry.

Churn 326

Churn Sales Hiring Headcount Technical Review 326

ChurnZero

OCTOBER 25, 2024

There are so many questions to answer when considering how to scale a customer success team. Whatever the decade it originated, if you fast forward to today, this concept certainly crosses many customer success leaders’ minds as they’re considering growing their teams. So, why does any of this matter in customer success?

Scale 52

Scale Underperforming Technical Team Customer Success Scaling 52

SaaStr

DECEMBER 25, 2020

Or more simply, sometimes the bottom 10% of your customer base in terms of ACV just takes way too much time. The small guys suck up all your customer success and support resources, even though they make up only a small percent of your revenue. Just the attention of this one brand new hire. I totally get it.

Sales Hiring 337

Sales Hiring Customer Success Customer Support Revenue 337

SaaStr

APRIL 21, 2021

Standard CLTV calculations don’t account for virality and second-order customers. So you may underinvest overall, or invest, in fact, too much in Sales and Marketing — and not enough in Customer Success. They’re more profitable (no additional marketing or customer acquisition costs).

Revenue 350

Revenue Enterprise Customer Success Churn 350

SaaStr

APRIL 10, 2023

If you haven’t explored the difference between behavioral and attitudinal loyalty, it’s one of the most important things you can understand in SaaS customer success. Basically, the theory states that customers are loyal for one of two reasons: habit, or habit+they love you. But I think that’s really secondary.

Airlines 293

Airlines Cloud Market Research Customer Success 293

User Pilot

OCTOBER 19, 2024

For instance, you can launch a CSAT survey after a customer interacts with your support team. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

ChurnZero

APRIL 4, 2025

How can you make the most of this new form of media, and how are customer teams already using it? We caught up with Synthesia customer success leader Lee Beddows at ChurnZero’s annual conference and asked him to share his tips and best practices on AI video for customer teams.

AI 52

AI Customer Success Engagement Technology 52

Sales Hacker

JUNE 18, 2024

Jon Dick is the Global SVP of Customer Success at HubSpot where he’s focused on helping millions of organizations grow better. Prior to customer success, Jon led marketing teams at HubSpot, Trunk Club, and Klout. Discussed in this Episode: The rising importance of customer success in the age of AI and efficiency.

Customer Success 122

Customer Success AI Content Marketing B2B 122

SaaStr

DECEMBER 14, 2020

So when you sign a Big Customer to a Reasonably Large Deal (even “just” $50k+), it’s yours to lose in the first 3-5 years at least. The customers want to stay at least that long. But you, your VP of Sales, and your VP of Customer Success should know which Big Customers are at risk almost immediately upon signing.

Churn 362

Churn Sales Hiring Systems Review B2C 362

SaaStr

AUGUST 9, 2024

From startup to $500M CARR, Spencer Burke, SVP of Growth at Braze, shares how Braze scaled a growth and customer success team. At the time, the app store apps were calculators and sound boards before brands and streaming hit the market. Everything customer facing that required product expertise lived under the umbrella.

Scale 291

Scale Sales Hiring Scaling Startup 291

SaaStr

JANUARY 2, 2021

Go all-in on customer success. Second-order revenue and a mini-brand start to become huge accelerators around Year 3. Make your existing customers happy, and they will both buy more from you, and get you more customers. More here: In The Early Days, You Won’t Have Enough Customers. Like magic.

Sales Hiring 307

Sales Hiring Headcount Pricing Market Segmentation 307

SaaStr

NOVEMBER 22, 2020

Brand includes your company values, Heritage/story, packaging, convenience, customer support, quality, segment focus, and positioning, all of which can differentiate your company from others with similar products. It can be the product, then brand, then community, or community, then brand, then product. . Late-stage.

Scale 322

Scale Scaling Technical Review Systems Review 322

SaaStr

JANUARY 11, 2022

Which equals happier customers, more upsells, better retention. Think of big events as much a customer success investment as a sales / marketing investment. If you aren’t there, and the competition is … you sort of lose in continuing to build your mini-brand, and later, your brand.

Scale 337

Scale Investment Retention Customer Success 337

SaaStr

APRIL 20, 2024

Marketing teams can make a 20% improvement in customer NPS or customer success within one quarter. Founders should encourage honesty and feedback from customers, even if it’s negative. Building a Brand Building a brand is essential for long-term success. Consistency is key in marketing.

Sales Hiring 301

Sales Hiring Startup Marketing Technical Review 301

SaaStr

AUGUST 26, 2024

So To help facilitate additional networking, conversations, and community, we’ve added not one, but FOUR brand new micro-events within the event to SaaStr annual this year, PLUS new features to Braindates , The Big Party and Meet a VC. Learn how to enhance both customer retention and business expansion by leveraging sutomer success.

Benchmarks 293

Benchmarks Finance Business Model Forecasting 293

SaaStr

NOVEMBER 9, 2023

And, most importantly, infinitely stronger brands. Maybe OK for customer success. Hiring a brand marketing firm. Customer Success: Hiring anyone in mid-market or enterprise CS that doesn’t go visit customers in person. A lot of folks don’t want to visit customers in person anymore.

Sales Hiring 284

Sales Hiring Scale Startup Marketing 284

Tom Tunguz

MARCH 8, 2020

That means understanding your ideal customer profile, developing enablement materials to close those customers, and training new account executives to succeed in that effort consistently. The CEO may want a partnership for brand association. The customer success team would like help deploying the software to new customers.

Scale 349

Scale AWS Consulting Sales Enablement 349

SaaStr

MARCH 3, 2021

Because businesses trust and value brands they can rely on. 1 often has the strongest brand, #2 is the most innovative, and #3 is often simply Still Pretty Good but Cheapest of the Top 3. Global 2000 and larger SME customers pick the vendor that solves their problems. Brand extensions. A little more here.

Marketing 353

Marketing Scale Branding Enterprise 353

SaaStr

NOVEMBER 30, 2021

It builds 30+ year customers, and importantly, it primes them to buy not just more licenses from you — but more products. If you haven’t explored the difference between Behavioral and Attitudinal loyalty, it’s one of the most important things you can understand in SaaS customer success. Everything from them.

Airlines 53

Airlines Cloud Branding Customer Success 53

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

SaaStr

MAY 28, 2024

You don’t have the resources or the brand to carry you, so your VP of Sales needs to know the product and how to sell it. Instead of measuring on pipeline, opportunity, awareness, influence, or brand, they wanted scans. On a related note, instant ROI destroys customer success and relationships with customers.

Sales Hiring 306

Sales Hiring Scale AI Search AI 306

SaaStr

JULY 29, 2021

At least, not until you have a brand. What you need until $20m ARR at least is more qualified leads, not brand strategy. You need more folks in customer success. Most SaaS companies invest early in sales, but wait on customer success. You want customers for life. They can figure out the rest.

Sales Hiring 313

Sales Hiring Sales Recruiting Interviewing Engineering 313

SaaStr

MAY 16, 2021

SaaS companies thrive on partnerships to share leads, mutually champion brands and collaborate on customer success efforts. The objective could be several things, from lead and revenue sharing, driving visibility or customer success. Types of partnerships include agencies, SaaS apps, CSMs, or brand evangelists. .

Scale 273

Scale Sales Hiring Sales Funnel Consulting 273

Sales Hacker

NOVEMBER 8, 2024

GTMnow is the media brand of GTMfund – sharing go-to-market advice from the top 1% of revenue operators including the 350 executives behind the fund, news, and our viewpoints from working with hundreds of portfolio companies. Before you can rally these advocates, however, you need to establish a foundation of customer loyalty.

Scale 113

Scale Sales Recruiting Sales Hiring AI Search 113

SaaStr

JULY 4, 2024

In SaaS, this typically happens somewhere between $3m and $8m in ARR or so … finally, you have enough customers, enough of a mini-brand, enough going on to get the flywheel going … but all of a sudden, it’s too much for the team. There won’t be enough engineers, enough customer success, enough marketing dollars, enough salespeople.

Business Model 298

Business Model Engineering Scaling Branding 298

SaaStr

AUGUST 4, 2021

There is just so much to do in marketing, from product marketing to brand marketing to customer marketing to, of course, demand gen. How much should we focus on building up brand and product awareness? This always matters, especially after you have a mini-brand. What sort of customer marketing should we do?

Interviewing 356

Interviewing Sales Hiring Marketing Branding 356

SaaStr

DECEMBER 29, 2019

Nothing is more painful than losing a big customer. But if you are thinking in terms of Decade Long Relationships … put sales and even customer success back on lost customers. I ask almost every public and unicorn CEO at the SaaStr Annual how much time they spend with customers. They may boomerang back.

Scale 353

Scale Churn Construction SMB 353

SaaStr

JULY 1, 2024

Find those individuals inside the sales org, not just AEs but SDRs and the customer success side, to find those who can serve this upmarket profile. 5: Anticipate Changes In Customer Success You’ve decided to go upmarket, created demand, built the product, and built the sales team. Now you have upmarket customers.

Sales Hiring 300

Sales Hiring Scale SMB compliance 300