ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Payments Payment Services Scale 90

InsightSquared

JANUARY 30, 2020

So why has revenue ops continued to gain popularity and traction by the day, and how can marketers reap its benefits? First, what is revenue ops? Before we dive into the impact that revenue ops is having on Marketing, let’s back up and examine what it really means to have a revenue operations team in your company.

Revenue 77

Revenue B2B Marketing Operational efficiency. 77

ChurnZero

JUNE 12, 2020

They focus on how to get things done faster, better, and more efficiently. Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

OpenView Labs

MARCH 10, 2019

Happy customers stick around and recommend your company to their friends. This is what makes customer success such an important part of any SaaS company’s success, and it’s especially critical for companies that employ a product led approach to growth. But how do organizations make customer success work at scale?

Scale 69

Scale Customer Success Scaling Sales Hiring 69

Blulogix

MARCH 25, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Navigating Financial Process Complexity in B2B Subscriptions The financial backbone of B2B subscription models rests on efficiently managing complex processes spanning billing, payments, revenue recognition, and reporting.

Payment Services 94

Payment Services Payment Features Subscription B2B 94

Valuize Consulting

OCTOBER 3, 2024

Today’s market leaders recognize that true sustainable growth demands more than just customer-centric values and a ‘customer success’ branded organization. This focus is particularly crucial in the subscription economy, where recurring revenue models dominate.

B2B 52

B2B Revenue Scale AI 52

SaaStr

AUGUST 7, 2020

Grew to over a hundred million dollars in revenue in five years. We were really impressed with her and she ended up becoming one of your… I kept saying, “You need to hire her,” and she became one of your customer success managers, if I recall. Trisha Price: Yes. Trisha Price: That’s right.

Payment Solutions 216

Payment Solutions Pricing Payments Payment Services 216

ChurnZero

DECEMBER 1, 2023

The essential handbook for building the modern customer success program Are you ready to elevate your SaaS business with a robust customer success program? Dive into “the ultimate guide to customer success in SaaS” and gain the insights and strategies you need to create a high-performing customer success team.

Customer Success 52

Customer Success SaaS Compensation Operational efficiency. 52

Valuize Consulting

JULY 13, 2022

The Science & Art Of Customer Success Operations. Continuous changes in technology stacks, market dynamics, pricing models, and economics are constantly threatening your ability to deliver consistent and optimal customer value. The answer: Customer Success (CS) Operations.

Interviewing 52

Interviewing Engineering Scale Revenue 52

ChurnZero

MARCH 22, 2023

They need to make sure they are operating as efficiently as possible to be ready for any kind of financial hit that the business might take. Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. Revenue: You also need to consider revenue.

Customer Success 59

Customer Success Headcount Finance Leadership 59

Sales Hacker

FEBRUARY 6, 2023

You can eliminate sales downtime Seller turnover is a huge problem that costs companies millions in lost revenue. Likewise, you can accurately calculate ramp for a new hire so that you keep expectations realistic for that person as well as for your revenue goals. These operational efficiencies save the ops team time and money.

Sales Hiring 103

Sales Hiring Software Review Systems Review Operational efficiency. 103

Valuize Consulting

JUNE 9, 2022

Are You Missing The Mark On CS Operations? If you’re a CCO or CRO at a B2B technology company, ask yourself these 3 critical questions: Is your existing Customer Success management team struggling to keep up with your customer’s needs and your business goals? They Optimize The Customer Lifecycle.

Sales Hiring 52

Sales Hiring Customer Success Scale Leadership 52

Valuize Consulting

DECEMBER 22, 2021

Today, businesses need to continuously deliver outcomes and prove their value if they want to drive greater retention and expansion revenue. Define Your Value-Based Outcomes & Ideal Customer Profile. Engage Your Customer Success Organization In The Value Selling Framework. Create A Joint Customer Success Plan.

Customer Success 52

Customer Success Sales Retention Communication 52

Sales Hacker

APRIL 6, 2022

This leads to discounts being given too generously or too soon, reducing sales margins, and making it more difficult to hit revenue targets. By implementing a unified sales stack that includes CPQ, they can take a more structured approach to achieving revenue targets and aligning different departments throughout the sales pipeline.

Scale 109

Scale Software Review Marketplace as a Service Outsourced Development 109

Blulogix

MARCH 22, 2024

Recurring & Usage Billing The Significance of Customer Penetration: Customer penetration is more than just an upsell; it’s about cultivating an ecosystem where your services become indispensable to your customers’ success. Pathways to Maximize Service Penetration: 1.

Subscription 96

Subscription Payment Features B2B Consulting 96

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. We don’t have a one-to-many model because we are a Customer Success platform.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

User Pilot

AUGUST 2, 2024

TL;DR A go-to-market (GTM) strategy is a comprehensive plan that outlines how a company will launch a new product or service into the market and drive customer success. Analyze customer journey data then collaborate with your sales reps and customer success team to streamline the journey.

Scale 105

Scale Strategy Acquisition Consulting 105

Sales Hacker

JANUARY 29, 2018

Traditional Sales Organizations – Growth of headcount in sales was structured around revenue per individual contributor (IC). What complicates this model is the high-velocity it operates on; many clients commit within 90 days or faster. CSM: Customer Success Manager – Achieves recurring use of the service.

Sales Recruiting 92

Sales Recruiting Scale Sales Hiring Sales 92

Valuize Consulting

OCTOBER 3, 2024

Today’s market leaders recognize that true sustainable growth demands more than just customer-centric values and a customer success branded organization. This focus is particularly crucial in the subscription economy, where recurring revenue models dominate.

Scale 52

Scale B2B AI Retention 52

Valuize Consulting

OCTOBER 3, 2024

Today’s market leaders recognize that true sustainable growth demands more than just customer-centric values and a ‘customer success’ branded organization. This focus is particularly crucial in the subscription economy, where recurring revenue models dominate.

Scale 52

Scale B2B AI Retention 52

Valuize Consulting

OCTOBER 23, 2024

While acquisition remains important, customer retention and expansion have proven equally vital to sustainable growth and competitive advantage. Having mentored leaders in customer success (CS) and customer experience (CX) for over a decade, Ive seen some of these professionals move into C-level roles.

Underperforming Technical Team 52

Underperforming Technical Team Scale Technical Review Customer Lifetime Value 52

InsightSquared

JUNE 8, 2021

New integration provides automated enrichment and analytics of contacts identified during active sales cycles and customer relationships to reduce risk and improve forecast accuracy. This current workflow leads to incomplete contact data, creating significant blindspots for revenue teams that impact overall win rates and execution: .

Scale 62

Scale Forecasting Customer Lifetime Value Operational efficiency. 62

Kellblog

MARCH 11, 2020

Believing that: A customer has a fixed budget that is 100% fungible between ARR (annual revenue revenue) and services. It is in the company’s best interest to turn as much of the customer’s budget as possible into ARR. Constrain services to no more than 20% of revenue. All that costs you some margin.

Underperforming Technical Team 101

Underperforming Technical Team Sales Hiring Consulting Forecasting 101

Valuize Consulting

SEPTEMBER 23, 2024

Now, buyers are looking for pricing models that closely tie vendor success to customer success. Outcome-based pricing flips the script on traditional subscription models by aligning costs with the tangible value customers receive. When customers achieve measurable outcomes, it’s a win-win.

Payments 52

Payments SaaS Payments B2B Pricing 52

Valuize Consulting

SEPTEMBER 23, 2024

Now, buyers are looking for pricing models that closely tie vendor success to customer success. Outcome-based pricing flips the script on traditional subscription models by aligning costs with the tangible value customers receive. When customers achieve measurable outcomes, it’s a win-win.

Payments 52

Payments SaaS Payments B2B Pricing 52

User Pilot

MAY 22, 2024

A customer success platform for monitoring customer health scores and expansion opportunities. Prices are customized but begin at $40,000/year. Gainsight Customer Success. An AI-powered customer success tool that helps identify and remove friction points across the customer’s lifecycle.

Software Review 105

Software Review Technical Review Software Systems Review 105

User Pilot

JANUARY 26, 2021

The modern customer journey is a multi-channel, multi-stage event. Companies that are able to get a complete picture of their customer journeys can improve their customer experience report an increase in their revenue. However, improving customer experience isn’t as simple as turning a switch.

Artificial Intelligence 98

Artificial Intelligence Data Machine Learning Underperforming Technical Team 98

User Pilot

MAY 8, 2024

TL;DR Customer needs are customer desires, expectations, preferences , and problems to solve. Satisfying customer needs is essential for retention and loyalty. It gives the product a competitive advantage, improves brand reputation, and propels revenue growth. Why is it important to satisfy customer needs?

SaaS Payments 105

SaaS Payments Payment Solutions Payment Services Payments 105

OPEXEngine

JANUARY 17, 2020

Average COGs in 2008 was 40% of revenue at the time of IPO, and gross margins averaged 60%. For companies IPO’ing in 2018, average COGs had dropped to 31% of revenue and average gross margins had increased to 68.5% Customer Support is the call center support offering technical assistance. Cloud Operations / Platform Support.

Outsourcing Services 53

Outsourcing Services Trends Outsourced Development Technical Review 53

SmartKarrot

OCTOBER 17, 2022

Role: Customer Success Director Location: Remote, United States Organization: Vonage As a Customer Success Director, you will maintain a portfolio of accounts with low churn, high adoption, and high health scores. Collaborate cross-functionally to extend the reach and capability of the Customer Success team.

Customer Success 19

Customer Success Scale AWS Cloud 19

Valuize Consulting

NOVEMBER 5, 2024

Introduction In the fast-paced world of enterprise SaaS, understanding and optimizing the customer journey is pivotal for Customer Success (CS) teams aiming to enhance net dollar retention. Decreased customer satisfaction results from inconsistent or impersonal interactions that erode trust and loyalty.

Scale 52

Scale Systems Review Social Media Retention 52

Totango

NOVEMBER 6, 2020

When SAP, one of the world’s largest enterprise software companies, went in search of a way to improve customer retention and expansion, they chose a data-driven customer engagement model. Scale action to efficiently retain customers. >1,200 Customer Success team members. 41k cloud customers.

Engagement 48

Engagement Data Scale Customer Lifetime Value 48

SmartKarrot

DECEMBER 16, 2022

Role: Customer Success Manager Location: Birkenhead, England, United Kingdom (Hybrid) Organization: The Access Group As a Customer Success Manager, you will provide both reactive and proactive services to the customer base. Own the resolution process ensuring you exceed customer expectations.

Customer Success 19

Customer Success Scale Technical Review Operational efficiency. 19

SmartKarrot

AUGUST 16, 2021

Role: Global Head of Customer Success Location: London, England, United Kingdom Organization: YOOBIC As a Global Head of Customer Success, you will be a Leader, first and foremost, and part of the customer success leadership team with the courage and confidence to challenge the status quo; anticipating problems and mitigating risks.

Customer Success 19

Customer Success Technical Review Development Team Review Systems Review 19

Hull

MAY 17, 2020

Proactivity can be enabled by a CDP by sending signals to account executives and customer success teams when a good upsell opportunity comes along, or when a customer is at risk of churning. Unify & sync data across your tools, tracking & databases in real-time with Hull's customer data platform. Get a Demo.

Business 52

Business Operational efficiency. Mobile Data 52

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Ensure that our communications and updates are received by all users at each customer.

Customer Success 19

Customer Success Sales Recruiting Technical Review Outsourced Development 19

CustomerSuccessBox

MAY 17, 2021

The same product is often bought by different people to solve different problems therefore you need to first understand what was the main purpose for buying the customer success software and teach only those features which will help them reach their initial goal or value. What is the right channel to communicate with customers?

Retention 52

Retention Payment Features Scale SaaS 52