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

User Pilot

NOVEMBER 14, 2024

Customer expansion drives recurring revenue and long-term growth. By increasing the value provided to existing customers through different expansion tactics, companies can reduce churn and enhance customer lifetime value. A personalized in-app prompt to upgrade created in Userpilot.

Strategy 105

Strategy Payment Solutions Payments Customer Lifetime Value 105

User Pilot

JANUARY 10, 2022

How important is customer success KPIs to your SaaS business? Customer success metrics help you analyze how effectively you help customers gain value from your SaaS product. When measuring customer success metrics, it’s never only about the results. What is customer success in SaaS?

Customer Success 106

Customer Success SaaS Payments Customer Lifetime Value SaaS 106

Totango

FEBRUARY 11, 2020

It is the process of continuing to derive ever-more value from your products and services. This experience of value is critical to the health of your customer relationship, so you need a customer success adoption plan. Adoption : The customer gets more and more value from the product.

Customer Success 122

Customer Success Customer Lifetime Value Scale Enterprise 122

Valuize Consulting

NOVEMBER 25, 2024

In today’s competitive SaaS landscape, Customer Success has emerged as a vital strategic asset, driving revenue growth and long-term profitability. However, to fully unlock its potential, companies must go beyond qualitative insights and bring data into the decision-making process within Customer Success ranks and investments.

Payment Services 52

Payment Services SaaS Payments Customer Success Payments 52

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 100

Customer Success Retention Software Review Customer Lifetime Value 100

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

Customer Success 126

Customer Success Sales Recruiting Compensation Scale 126

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Lower churn leads to higher customer lifetime value (LTV), better brand reputation, and increased revenue. Happy customers bring referrals, fueling organic growth.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

SaaStr

MAY 13, 2021

. #429: In this episode, ProfitWell Founder & CEO Patrick Campbell shares benchmarks from over 23,000 companies and offers a helpful framework to re-evaluate your retention strategy and increase your CLV (Customer Lifetime Value) between 10 and 60%. Watch the full video here.

Retention 223

Retention Subscription Payment Features Customer Lifetime Value 223

User Pilot

MAY 8, 2024

Wondering how to build a customer success dashboard for your team? From the article, you will learn what a customer success dashboard is, why you need it, and what metrics it should include. And how to build a dashboard for your customer success team using Userpilot analytics ! Let’s dive right in!

Customer Success 106

Customer Success Customer Lifetime Value Retention Onboarding 106

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Success 104

Customer Success Construction Customer Lifetime Value Leadership 104

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 117

Customer Success Payments Payment Methods Payment Solutions 117

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 106

Customer Success Software Management SaaS 106

Neil Patel

MARCH 8, 2021

Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. What customer support is and why it’s important.

Customer Support 120

Customer Support Customer Success Underperforming Technical Team Customer Lifetime Value 120

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 81

Customer Success Customer Lifetime Value SaaS Churn 81

Totango

APRIL 8, 2020

This focus on continually finding new ways to deliver customer value is at the heart of customer success. It shifts the goal from happy customers to successful customers. Customer Success vs Customer Experience. Customer success and customer experience are inescapably tied.

Customer Success 106

Customer Success Customer Lifetime Value Scale Churn 106

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Customer Lifetime Value Scale Consulting 98

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

Customer Success 95

Customer Success Scale Customer Lifetime Value Compensation 95

Valuize Consulting

OCTOBER 18, 2024

This article explores the potential for services teams to redefine excellence in B2B relationships, advocating for a shift towards value-driven methodologies and processes. We’ll examine how these teams can align their efforts with customer success, ultimately driving meaningful outcomes for B2B customers.

Customer Lifetime Value 52

Customer Lifetime Value Payment Services Technical Advisors Payment Solutions 52

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 105

Scale Customer Success Scaling SaaS 105

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 98

Customer Success Strategy Customer Lifetime Value SaaS 98

Tom Tunguz

JANUARY 30, 2018

Second, this nonlinearity means the responsibility for a customer bounces from internal team to internal team. Marketing might engage a customer initially, passing the lead to sales development. Customer success might get involved at the beginning of a process to answer some key questions.

Outsourced Development 189

Outsourced Development Customer Lifetime Value SaaS Startup 189

Totango

SEPTEMBER 29, 2020

Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment.

Customer Lifetime Value 110

Customer Lifetime Value SaaS Enterprise Customer Success 110

User Pilot

MAY 5, 2023

Without a clear customer success workflow, your output can easily become chaotic. Since customer success is a relatively new career, CSMs tend to take on tasks from sales, support, and product marketing—which is often more than they can handle. What is a customer success workflow?

Customer Success 96

Customer Success SaaS Customer Lifetime Value Churn 96

SaaStr

JULY 30, 2024

The traditional SaaS model doesn’t always scale, and not every company has all the bells and whistles to fund marketing, sales, and customer success teams. Benefits of Scaling a PLG Motion As you get to know your users, they will provide and measure your product’s value. Why are companies focusing on PLG today?

Underperforming Technical Team 282

Underperforming Technical Team Enterprise Scale Payments 282

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

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Finance 98

Finance Metrics Customer Success Headcount 98

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Education 98

Education Customer Success Customer Lifetime Value Onboarding 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 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. Choose Metrics that Emphasize Your Value. But Customer Success?

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

Valuize Consulting

MARCH 16, 2025

This enables continuous monitoring and optimization of your product’s performance, and provides you with the insights to drive action, and continuously improve your customer outcome framework. AI removes the ambiguity in defining customer success.

Scale 52

Scale AI Customer Lifetime Value Technical Review 52

SaaStr

FEBRUARY 25, 2020

The other thing that we want to do is we want to increase that customer lifetime value or CLTV because not only is that easier to sell our current customers more than acquiring new customers, but it’s a way of continuing to grow the business at a faster rate even if you’re not adding as many new customers.

Scale 240

Scale Underperforming Technical Team Sales Hiring Software Review 240

Tom Tunguz

NOVEMBER 15, 2016

It’s called the Bullwhip Effect because small changes on one end of the value chain create huge disruption on the other. The four key parts of the value chain are product, marketing, sales and customer success. The same idea holds for a startup. How do you find proxy metrics for your business?

Metrics 176

Metrics Startup Customer Lifetime Value Finance 176

Totango

JULY 6, 2021

Being able to quantify how loyal your customers are can help you evaluate where you stand with your clients, predict where your customer relations are going and take steps to strengthen their engagement and satisfaction. What Is Customer Loyalty? Customer loyalty is your clients’ commitment to your brand.

Customer Lifetime Value 114

Customer Lifetime Value Scale Branding Trends 114

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You would use euros instead or pounds in the UK.

Customer Success 98

Customer Success Metrics SaaS Banking 98

User Pilot

MAY 1, 2024

Improve customer retention by delivering exceptional experiences. Increase customer lifetime value by adding more value. Improve customer acquisition with positive word-of-mouth. This fosters a sense of trust and satisfaction, making it less tempting for customers to switch to competitors.

Customer Lifetime Value 105

Customer Lifetime Value User Experience Retention Scale 105