SaaStr

NOVEMBER 13, 2023

Execution Striking a balance between vision and execution is crucial for any successful product strategy. The first step towards achieving your vision involves building it piece by piece, much like constructing a skyscraper. In this process, customer feedback serves as an essential tool for adaptation. It takes a village.

Scale 289

Scale Scaling Sales Hiring Construction 289

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 93

Customer Success Onboarding Construction Retention 93

ChurnZero

APRIL 13, 2020

ChurnZero Partners with ESG to Offer Digital Customer Success Strategy Consulting Services. ESG is now offering a Digital Customer Success Starter Pack to augment ChurnZero customers’ bandwidth. The ESG Digital Customer Success Starter Pack includes: One-hour digital Customer Success maturity assessment.

Consulting 98

Consulting Customer Success Strategy Venture Capital 98

SaaStr

OCTOBER 3, 2023

Moving From SMB To Enterprise — A combination of pre-sales like solution or sales engineering, customer success, and a more robust revenue ops function. Collaborate with AEs and SEs and Customer Success to define what the gold standard is you’re trying to achieve with this play.

Enterprise 297

Enterprise B2B Scale SMB 297

SaaStr

MARCH 30, 2022

Bharadwaj recommends investing more on the “building” side of the business that focuses on creating the best possible product for the customer, with sales focusing most of their efforts on expansion. As you hire, be sure to employ passionate problem-solvers for your R&D teams and innovative challengers on your sales and marketing teams.

Scale 278

Scale Sales Hiring Marketplace as a Service Construction 278

Intercom, Inc.

MAY 31, 2022

Great Question is an all-in-one customer research platform that makes it easy to build a panel of customers, schedule research studies (surveys, interviews and prototype tests), send incentives, and synthesize and share insights. HoneyBook is a customer of ours that has done a great job at this. Here’s an interview guide.

Underperforming Technical Team 210

Underperforming Technical Team Construction Interviewing Scaling 210

ChurnZero

JULY 30, 2021

It’s no secret that Customer Success teams can occasionally get overlooked, or that organizations struggle with consistent cross-team collaboration. I know this firsthand, because as a Customer Success Manager at ChurnZero, I see it happen all the time with customers.

Customer Success 98

Customer Success Data Outsourced Development Technical Review 98

ChurnZero

FEBRUARY 5, 2021

Here’s the short and the long of it: if you’re a Customer Success leader who is looking for consolidated business, product, and customer data, then you can probably piggyback on the Business Intelligence (BI) tool your SaaS company already uses – and this will likely be heavily suggested (or even mandated) by your CEO or other C-suite leaders.

Customer Success 96

Customer Success Scale Technical Review Software Review 96

SaaStr

MAY 5, 2019

Today we’re lucky to hear from Iwona Gruszka, the Customer Success Manager for Archdesk , about how Archdesk’s team uses SaaStr Pro : Why did you decide to sign up for SaaStr Pro originally? What stood out to you, and what problem were you trying to solve?

Construction 160

Construction Consulting Customer Support Development 160

SaaStr

OCTOBER 7, 2022

Another factor adding to this lack of constructive criticism is the experience of investors themselves. Also, there has been a lot of SaaS catering sell-in, and there’s opportunity for new software in sell-through focusing on customer success. That’s the role of a board in a startup’s journey. “If

Venture Capital 263

Venture Capital Marketing Construction Startup 263

ChurnZero

JUNE 22, 2021

Looking for a way to upskill or even reskill your Customer Success career? Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success.

Customer Success 92

Customer Success Churn Consulting Marketplace as a Service 92

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

SaaStr

AUGUST 5, 2019

And while every company is different, I do firmly believe that the ideas and constructs that I’m about to present might be applicable to some, if not all of you, trying to build a SaaS companies. So all these construction, CIOs would talk to each other, they’d go, “Oh, hey, are you doing the same thing?

Sales Recruiting 203

Sales Recruiting Construction Scale SaaS 203

SaaStr

APRIL 26, 2021

If you grow your ARR multiple through More Revenue Growth — You May Even Be Able to Pay $20 to get $1 in Incremental Customer Revenue. At least as a construct. I know this sounds insane, but it isn’t. Bear with me … let’s do the math: Let’s say you are doing $50m in ARR and growing 40%.

Scale 290

Scale Sales Hiring SaaS Construction 290

Chaotic Flow

MAY 13, 2014

It takes time, commitment and plenty of customers. However, the financial rewards of moving beyond standard SaaS financial metrics to SaaS customer success metrics and ultimately to sophisticated predictive analytics are significant. Customer success focuses on churn reduction. Stage 2 is a struggle.

Metrics 135

Metrics SaaS Compensation Benchmarks 135

Chaotic Flow

MARCH 25, 2014

These three factors form a foundation that enables SaaS executives to take a much more analytical approach to driving SaaS business success. SaaS business executives are uncovering new operational metrics that connect SaaS customer success to SaaS financial success, and in the process are creating recurring revenue machines.

Metrics 156

Metrics Business SaaS Scale 156

SaaStr

APRIL 28, 2023

Another way to reach executives easily is to construct a board of advisors who can get you high-level introductions with your target customers. Instead of having the least senior people try and sell to companies, use the most senior people. Lerman has found that an advisor channel is the best way to generate leads and demand.

Scale 245

Scale Sales Hiring Sales Business 245

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

Customer Success 59

Customer Success Sales Hiring Scale Underperforming Technical Team 59

CustomerSuccessBox

MARCH 28, 2022

Most SaaS firms see Customer Success as a necessary evil. Customers buy your product to achieve their goals. It is the responsibility of the customer success team to ensure that a customer makes a repeat purchase. So, customer success is the ‘growth hack’ that your SaaS firm is looking for!

Artificial Intelligence 52

Artificial Intelligence Customer Success AI Technical Review 52

SaaStr

OCTOBER 11, 2023

Picking Your Core Verticals and Selling Outside of “Tech” 70% of Monday’s customers are non-tech — real estate, banking, construction, and even churches. Surprisingly, churches and construction companies signed up. Build a customer success team. So, how did two engineers get out of tech? Was this strategic?

Scale 182

Scale Sales Hiring Scaling Banking 182

CustomerSuccessBox

APRIL 12, 2022

While the core of the Customer success function involves anticipating client difficulties and providing proactive solutions to the customers. The needs of customers are continuously evolving and with that, you as a business should also reshape your strategy to keep up with the trend and maintain the growth of your business.

Customer Success 52

Customer Success Artificial Intelligence Machine Learning Construction 52

SaaStr

FEBRUARY 25, 2020

So the first thing you want to think about is basing your culture of your company around customer success. Second, define your customer journey. And that’s how you start to drive that culture of customer success. So we’re going to go through how we do that today. Here we go. One more time. There we go.

Scale 241

Scale Underperforming Technical Team Sales Hiring Software Review 241

Tom Tunguz

MARCH 28, 2017

The Customer Success team. RevOps’ understanding of the customer stops at the sale. Shouldn’t the data operations team understand long-term customer behavior after the sale? Customer Operations could be very powerful construct for growing companies through end-to-end optimization of the customer journey.

SaaS 124

SaaS Construction Engineering Acquisition 124

ChurnZero

SEPTEMBER 25, 2020

The first installment outlined the significance of (and ramifications of not) marrying your Customer Success and Product teams, how to spot the misaligned warning signs, and decoding each team’s unique working style.]. Go to customer onboarding and training sessions. Make Customer Success Feedback Measurable.

Customer Success 76

Customer Success Underperforming Technical Team Outsourced Development Systems Review 76

CustomerSuccessBox

MARCH 7, 2022

What is a Joint Success Plan? A Joint Success Plan is the customer success plan that you, as a Customer Success Manager (CSM), build with collaborative efforts from your customer’s end. It can assist salespeople in finding the correct customer match and asking the right questions. “

Customer Success 52

Customer Success Construction Development Revenue 52

CustomerSuccessBox

MARCH 15, 2022

Customers that sign up for a free trial are a great marketing target because they’ve already committed to your business enough to sign up and maybe provide relevant information. Optimize trial to paid conversion rate using Customer Success Tool. Simplify for non-paying customers to use your product.

Customer Success 52

Customer Success Payment Solutions Scale Payment Features 52

Sales Hacker

SEPTEMBER 2, 2020

Companies with complex or custom-tailored products. Companies operating in less-digitized industries (construction, healthcare, real estate, etc.). Their website then offers a product demo performed by customer success representatives, and sales are closed by a VP of the channel. Rifiniti: $150k ACV and $3M ARR.

Scale 132

Scale Outsourcing Services Sales Technical Review 132

CustomerSuccessBox

MAY 23, 2022

This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile. Read further to know how can you progress through the customer success career path. Additional Read: The key responsibilities of the Customer Success Manager.

Customer Success 52

Customer Success Scale Artificial Intelligence Leadership 52

Upscope

MAY 7, 2021

Customer success The overlap with sales and all the different ways people do customer success. Features and competition Comparisons, moats, worrying about competition, your own path. Sales demos Problem focused. Health scores Why have them, what do they do to your perception. Metrics The metrics we see quoted.

Construction 52

Construction Sales Hiring SaaS Onboarding 52

Totango

SEPTEMBER 1, 2020

Miscommunication, forces beyond your control, or differing expectations take their toll on even the most customer-centric of Customer Success teams, and eventually everyone encounters a customer they cannot please. Renewal Is a Product of the Customer Experience. Ensure Customers See Value.

Churn 111

Churn Construction Leadership Customer Success 111

ChurnZero

SEPTEMBER 20, 2024

As a customer success leader, it’s your job to construct the best team model with the CSMs you have. Given that customer success is a newer discipline, many of your CSMs probably came from a different team, specialty, or industry entirely. You’ll also be readier to adapt to strategic changes in future.

Customer Success 52

Customer Success Customer Lifetime Value Technical Review Software Review 52

CustomerSuccessBox

MARCH 14, 2022

According to a research study done by Mordor Intelligence, the compound annual growth rate estimated for the global customer success management market, let alone in the timeframe of 5 years (2021-2026) is estimated to be 25.02%. Thus it’s safe to conclude that the customer success industry is a powerful play for a career plan.

Customer Success 52

Customer Success Marketplace as a Service Mobile Interviewing 52

Intercom, Inc.

JULY 19, 2022

At Intercom, we obsess about our customers’ success. . We study our customer’s wants, needs, and behaviors so we can deeply understand their problems and provide the right solutions. Providing consistent, constructive feedback to direct reports, and identifying areas for development as they arise. Business strategy.

Data 118

Data Construction Leadership Communication 118

CloudGeometry

MARCH 3, 2022

This has consequences both for the cost of onboarding a customer, as well as the cost of maintaining the customer during the discovery period. Think beyond the cloud about what other resources you need to invest in making customers successful with your platform.

Well Architected Framework 130

Well Architected Framework VPCs (Virtual Private Cloud) SaaS Cloud 130

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 52

Customer Success Metrics Software Review Customer Lifetime Value 52

User Pilot

JANUARY 7, 2020

More specifically, the Product owner will oversee the roadmap’s construction. That might include other Product managers, and also people from different teams, such as Customer Success managers. Your Customer Success team may want to check on the status of a customer’s feature request.

Software Review 131

Software Review Construction Pricing Social Media 131