User Pilot

OCTOBER 19, 2024

As a result, satisfying customers is key to any success in SaaS. Satisfaction in SaaS, therefore, isn’t simply about developing a nice product and launching it in the market. For instance, you can launch a CSAT survey after a customer interacts with your support team. So, don’t just sell a product; sell success.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Intercom, Inc.

OCTOBER 26, 2018

Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. Lastly, he provides his piece of advice to all founders that are looking to become customer-centric. We hired everybody on our teams. So I start with a simple question.

Scale 317

Scale Underperforming Technical Team Sales Hiring Engineering 317

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Sales Hiring Strategy 177

Totango

MAY 2, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not thinking of customer success as a team sport. .

Underperforming Technical Team 112

Underperforming Technical Team Customer Success Finance Enterprise 112

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? How should you handle presenting challenges to your C-suite team when you’ve just joined the company? Lattice had a product-led growth flow on the website while the sales team was still trying to sell the PLG companies The good news is Lattice had a lot of activity and initiatives at play.

Scale 273

Scale Sales Hiring Scaling Revenue 273

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Churn 94

Churn Retention Underperforming Technical Team Technical Review 94

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98

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

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

SaaStr

APRIL 30, 2022

Average Revenue per Customer. Customer Lifetime Value (LTV). Customer Acquisition Cost (CAC). & The second constituent there is the developer. Why do developers love SaaS products? One is your churn. SaaS businesses have churn. Two is the growth of your existing customers. MRR, obviously.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

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

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 122

Customer Success Technical Review Social Media Underperforming Technical Team 122

Chart Mogul

JULY 8, 2020

Tired of the same ol’ “X proven ways to reduce customer churn”? Conversion copy expert Gillian Singletary suggests a new framework to align copy across all your platforms and use it to instill customer loyalty. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn.

Branding 133

Branding Churn Underperforming Technical Team Retention 133

SaaStr

JULY 29, 2019

Wait to hire your VP of Customer Success … and watch a key account just leave to a competitor. What Order Should You Hire Your Management Team In? #4. Not Being Physically Closer to Key Customers — and Partners. But even worse, they don’t visit their key customers in person even after the deal closes.

Sales Hiring 230

Sales Hiring Venture Capital Scale SaaS 230

SaaStr

JULY 15, 2022

Jason Lemkin: You certainly can hire a whole content team and build 10,000 pieces of content, but I will tell you what I have always seen work is one incredible piece a week. Jason Lemkin: But usually your teams can’t do that. So you’re going to need at least three of those in the sales ops team. This always works.

Scale 293

Scale Outsourcing Services Sales Hiring VP of Engineering 293

SaaStr

FEBRUARY 25, 2020

And when you think about that, why are you focused on creating champions isn’t just good enough to have successful customers? Certainly you’re reducing churn. So the first thing you want to think about is basing your culture of your company around customer success. Second, define your customer journey.

Scale 240

Scale Underperforming Technical Team Sales Hiring Software Review 240

Intercom, Inc.

JULY 19, 2021

It’s quick, efficient, and personal, meaning that customers can get the answers they need, where and when they need them. And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

ChurnZero

APRIL 9, 2021

Customer Success is fueled by customer interaction. In honor of Stress Management Awareness Month, we invited Ryan Johansen, Customer Success Director at RapidMiner, to share his experience dealing with extreme burnout and show us how to survive and thrive under the pressures of being a Customer Success professional.

Customer Success 98

Customer Success Underperforming Technical Team Sales Hiring Company Culture 98

Valuize Consulting

DECEMBER 7, 2021

Level Up Your Customer Success Organization. In the subscription economy, there’s no debate about whether or not to invest in Customer Success (CS); 70% of rapidly growing businesses say that Customer Success is extremely important ( Hubspot , 2017). The fourth challenge is complexity.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Our customers are much happier too, says Dustin.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Scale 98

Scale Customer Success Payments Underperforming Technical Team 98

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully. This sales to customer success transition is a delicate balancing act.

Customer Success 80

Customer Success Underperforming Technical Team Outsourced Development Sales 80

SaaStr

JANUARY 10, 2020

And that means the customer is king.” ” In the context of the larger article, he’s making the case for manufacturers to adopt a SaaS playbook: become customer-centric, hire Customer Success Managers (CSMs) to engage customers more deeply, deploy technology to manage the customer relationship beyond the initial sale, etc.

Sales Hiring 173

Sales Hiring Scale Underperforming Technical Team Onboarding 173

Totango

MAY 21, 2019

So, instead of always seeking new customers, focus on keeping existing customers happy and preventing churn. In order to do this, you need to communicate with your customers, listen to their feedback, and constantly be on the lookout for new ways to provide value. The Most Common Causes of Customer Churn.

Churn 90

Churn Underperforming Technical Team Systems Review Onboarding 90

ChurnZero

JUNE 26, 2020

It’s easy to get overwhelmed or stumped when you’re not sure where to start, especially when purchasing a newer product, such as Customer Success software, for the first time. Now that we’ve made compiling your RFP questions a breeze, let’s look at the most common Customer Success RFP mistakes.

Customer Success 98

Customer Success Software Review Software Scale 98

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

Totango

FEBRUARY 9, 2024

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. What is net retention? Calculate it!

Retention 115

Retention Underperforming Technical Team Software Review Churn 115

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Payments 87

Payments Payment Solutions Customer Success Software Review 87

Intercom, Inc.

JUNE 23, 2020

The businesses who are thriving right now, despite increasing support volume and a mandate to cut costs, are the ones investing in this new way of doing customer support. Customer support is undergoing massive, irreversible change. Once every decade or two, developments in technology trigger monumental changes in an industry.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Interpersonal skills.

Sales Hiring 97

Sales Hiring Customer Success Sales Recruiting Technical Review 97

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. But in reality, it’s 45% expansion hiding 20% churn. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 1 thing CS leaders can do to avoid CSM burnout, and how to keep needy customers from derailing your day.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

Sales Hacker

DECEMBER 4, 2020

A sales dashboard gives your team a fast and efficient way to see all the data that is most important to doing their job effectively. Most customer relationship management (CRM) tools have the built-in ability to create dashboards for your team. 3 Steps to Set Up a Successful Sales Dashboard. #1

Underperforming Technical Team 136

Underperforming Technical Team Data Sales Metrics 136

User Pilot

MARCH 25, 2024

In this article, we explore what customer attrition is, why it matters, and 15 effective strategies for strengthening customer relationships, boosting loyalty, and driving long-term growth. TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. Book a demo now to learn more!

Underperforming Technical Team 104

Underperforming Technical Team SaaS Payments Payment Methods Payment Solutions 104

Kellblog

JULY 8, 2020

Mark’s a seasoned startup executive, he’s go-to-market oriented, and he has some large-company chops that he developed earlier in his career. DK: a lot of CEOs and boards wait too long in denial on a bad VP of Sales hire. Ignoring churn greater than 15%. You should leverage backdoor references. Make it work. (DK:

Sales Hiring 143

Sales Hiring Startup Software Review Enterprise 143