ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. If your customers don’t understand your product, they will not use it. Setting up a customer education program isn’t simple, but it doesn’t have to be an all-or-nothing initiative. 2: Creating and housing your educational content.

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Education Outsourced Development Entertainment Metrics 107

SaaStr

OCTOBER 17, 2023

Customer success is all about outcomes. What does NRR have to do with customer success? PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR.

Scale 183

Scale Sales Hiring Customer Success Scaling 183

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

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

Kellblog

JANUARY 20, 2022

We’re in Box 4: we care and they don’t, so we conclude that must therefore educate the (as we might dangerously consider them) unwashed in the market in order to make them care about AI/ML. Market education is hard. The number one mistake startup marketers make is that they try educate the market on too many things.

Education 125

Education Marketing Automotive AI 125

User Pilot

JANUARY 14, 2023

Examining the right customer education examples can help you improve your customer education program and the overall customer experience. As customer expectations continue to soar, a solid customer education program helps you stand out from the competition. What is a customer education program?

Education 98

Education SaaS Onboarding Customer Success 98

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

ChurnZero

APRIL 4, 2025

Announced this March, our integration with the leading AI video platform for business stands to revolutionize the way you engage and educate your customerscreating and personalizing AI video messages effortlessly, then delivering them with precision. What are the most popular AI video use cases for customer teams?

AI 59

AI Customer Success Engagement Technology 59

SaaStr

JANUARY 17, 2023

Before the internet, a vendor could control the product life cycle from awareness to education to trials to purchase. Maximizing the breadth of customers you can reach through small, medium, and large enterprises . From there, it’s about focusing on time to value through onboarding and customer success.

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Startup Sales Sales Funnel Education 303

Tom Tunguz

FEBRUARY 22, 2020

Recently, SaaS Office Hours at Redpoint had the privilege of chatting with Nick Mehta and Anthony Kennada about the way they created a category with customer success. Both of those experiences have brought us to the same conclusion.

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Venture Capital Education Innovation Technology 338

Tom Tunguz

MARCH 8, 2020

The customer success team would like help deploying the software to new customers. Partner enablement, educating the sales team, is important to succeeding with these types of relationships. Different roles in a company may have different goals for channel development. The CEO may want a partnership for brand association.

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Scale AWS Consulting Sales Enablement 349

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

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User Pilot

FEBRUARY 3, 2023

The customer onboarding lifecycle is the ongoing process of educating users on your product and helping them achieve success with it. In SaaS, onboarding is the key to not only converting free users into paid customers but also driving long-term loyalty.

Education 98

Education Onboarding Customer Success Engagement 98

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 118

Customer Success Software Review Technical Review Enterprise 118

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

Intercom, Inc.

APRIL 7, 2022

And that, according to Catherine Blackmore , was the dawn of customer success. Over the years, Catherine realized businesses need to meet customers at their level. In this episode, we sat down with Catherine to talk about the purpose of customer success and how to evolve the role to meet customers’ needs every step of the way.

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Customer Success Technical Review Sales Hiring VP of Engineering 118

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 104

Scale Customer Success Scaling SaaS 104

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. an app directory) and consistently educate your team on your partnerships. .

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Scale Sales Hiring Sales Funnel Consulting 279

SaaStr

FEBRUARY 16, 2022

Without this continual training and education, your company may find itself a victim to the enemy of innovation: inertia. But even after the development of dedicated support staff, repeated customer queries must feed back into the product itself. Prioritize customer success. How to achieve this for a product-led company.

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Underperforming Technical Team Company Culture Customer Success Product Marketing 291

User Pilot

JUNE 26, 2024

Customer success webinars are a great way to unlock insights about improving your customer experience and product engagement. Plus, they help you connect with and learn from other customer success leaders and teams. Featuring : Adam Thomas, product management expert, and Lusine Sargsyan from Userpilot.

Customer Success 105

Customer Success Onboarding User Experience Engagement 105

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 99

Customer Success Retention Software Review Customer Lifetime Value 99

ChurnZero

JULY 31, 2024

And I completely understand that when you’re just starting to build a digital customer success strategy and program, email is often the simplest, fastest low-hanging fruit. But digital customer success is more than just sending automated emails. By using channels outside of email, of course!

Customer Success 105

Customer Success Engagement Technical Review Consulting 105

User Pilot

JANUARY 23, 2023

Wondering what customer success OKRs are and how they can help your customer success team flourish? With OKRs, you can develop clear strategies to promote product growth and effectively communicate them to your customer success teams. – Use different types of surveys to collect customer feedback.

Customer Success 97

Customer Success Software Review Onboarding Systems Review 97

Tom Tunguz

FEBRUARY 19, 2019

Others want to innovate in every dimension and re-invent every discipline from pricing to marketing to support to customer success. Kustomer’s platform is a fundamental re-architecture of customer support software. Pricing and budget aren’t the customers’ pain point. Access to data and efficiency are.

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Pricing Startup Sales Hiring Innovation 277

SaaStr

DECEMBER 3, 2024

They expanded into quality, regulatory, clinical and more – capturing more and more of each customer’s tech stack. Focus on Customer Success Obsessively Gassner built a culture of extreme customer focus. Classic vertical SaaS expansion.

SaaS 265

SaaS Leadership Cloud Enterprise 265

SaaStr

FEBRUARY 7, 2023

with Peter Fernandez, COO & Co-Founder at Sirius Support Innovative businesses, investing, m&a and meeting great people with Paul Evans, EGM, Corporate Development at Xero SaaS distribution for SMBs in the African continent with Karan Bathija, VP, Customer Success at Terragon Limited PLUS 13 more Braindates that are ALREADY FULL!

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VP of Engineering Technical Cofounder Outsourcing Services CTO Coach 299

SaaStr

DECEMBER 8, 2023

Another learning was to invest in customer success work early on. The biggest thing OpenAI is working on is customization. With AI, industries like education will be completely upended, democratizing the future of education for everyone and making access equal and equitable for people all around the world.

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Artificial Intelligence AI ChatGPT Software Engineering 314

SaaStr

AUGUST 10, 2022

However, if you want to build a successful product, you must also create a best-in-class service experience as well. From day one, a strong support team was a priority, as well as product education and a self-service community. So, to drive adoption, they created more sophisticated sales enablement and customer success.

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Sales Hiring Scale Company Culture B2C 246

User Pilot

JUNE 22, 2023

The differences between a high-touch vs low-touch user engagement model may not seem that important but finding the right approach can actually make your customer success managers a lot more effective. Low-touch models can be supported by no-code, in-app experiences to improve the experience for customers.

Customer Success 96

Customer Success Engagement Scale Management 96

User Pilot

OCTOBER 10, 2024

It focuses on how you plan to use the tool—whether for work, education, or personal projects. SaaS customer onboarding is the process of helping new users get started with a software-as-a-service product. What is customer onboarding in software? Loom Loom’s onboarding guides users through the setup without much friction.

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Onboarding SaaS Software Communication 105

SaaStr

AUGUST 4, 2021

So with that, let’s add to our classic Top 10 Interview Questions for a VP of Sales and also our Top 9 Interview Questions for a VP of Customer Success with … Our Top 10 Interview Questions for a VP of Marketing! If you haven’t, they may not have enough information to make the right educated guess.

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Interviewing Sales Hiring Marketing Branding 356

SaaStr

JUNE 21, 2024

As you introduce a potential customer to your business and product, you show them the product demo, gauge interest, determine the happy path of onboarding as a customer, etc. Your customer wants to be educated on how to buy your product. A customer on day one has very different needs than a customer on its 1000th day.

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Sales Recruiting Sales Hiring Scale Outsourced Development 297

Sales Hacker

NOVEMBER 8, 2024

Personalized Event Recommendations : Demonstrate a deeper understanding of customer needs by recommending relevant events that align with their growth goals. Proactive Network Introductions : Use your network to make valuable connections, reinforcing your commitment to your customers’ success beyond the product itself.

Scale 113

Scale Sales Recruiting Sales Hiring AI Search 113

SaaStr

OCTOBER 20, 2022

We have a rapidly growing customer base across several verticals, particularly financial services, HR, healthcare, and education. ChurnZero is the Customer Success platform and partner for growing SaaS and subscription businesses.

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Scale compliance Healthcare Education 203

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

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Trends Customer Success Sales Hiring Artificial Intelligence 98

SaaStr

FEBRUARY 12, 2022

“I strongly believe that to grow from [1,000 to 10,000 customers], what you need to do is launch one or two new channels, but the bulk of the results is going to be provided by you scaling what you have and what works,” Lapeyre says. Measure Customer Success. First, identify success moments. Romain’s Final Takeaways.

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SMB Scale Data Scaling 246

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.

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Business Underperforming Technical Team Customer Lifetime Value Systems Review 111