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. How is it trending? How is that trending? Here we go. One more time. There we go.

Scale 240

Scale Underperforming Technical Team Sales Hiring Software Review 240

SaaStr

JUNE 13, 2024

Equip every customer-facing person with the capabilities of how to do prospecting, proper discovery, and managing customer success. It’ll be a better experience for customers and the company. Every week, there are significant new developments in tech. It’s a playbook you’re developing, and it’s not easy.

Scale 306

Scale AI Sales Underperforming Technical Team 306

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

Intercom, Inc.

JULY 19, 2021

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. But conversational support doesn’t just benefit your support team. Teams that benefit: Sales, marketing.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

SaaStr

APRIL 5, 2023

A bad experience with a revenue operations leader might taint your view of the position at all future companies, but that would be a mistake, as CRO Confidential podcast host Sam Blond learned first-hand. These leaders act as partners and build out a strong team. Not every leader is created equally.

Sales Hiring 245

Sales Hiring Education Scale Strategy 245

Totango

MAY 15, 2024

From the urgent need for organizations to operate like startups to the surprising disparity in AI adoption between CS and support teams, these experts didn’t hold back. 1: For CS to jump ahead with AI, teams will need to operate like a startup Startups are known for their agility, adaptability, and willingness to experiment.

Customer Success 110

Customer Success Underperforming Technical Team AI Technical Review 110

Sales Hacker

JANUARY 22, 2020

How do you remain knowledgeable on trends concerning your target industry or audience? If the customer isn’t happy, it can cause months of pain — not just for the customer, but for Customer Success. It’s also one of the hardest to teach and develop. In the worst cases, this can even end in attrition.

Sales Hiring 104

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 104

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

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

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

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

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

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

User Pilot

AUGUST 17, 2024

“How World-Class Product Teams Are Winning in the AI Era” is one of the talks at this year’s Product Drive Summit. Delivered by Carlos Gonzalez de Villaumbrosia, it tackles the challenges and opportunities AI-revolution poses for product teams. AI enables product teams to achieve more with fewer resources. Want to learn more?

Underperforming Technical Team 104

Underperforming Technical Team AI Technical Review CTO Coach 104

Sales Hacker

OCTOBER 22, 2017

Modern sales teams need competent professionals with a variety of talents, skills and abilities. But in a hyper changing landscap e, which are the most crucial sales skills and traits that reps must possess (or develop) in order to exceed targets and deliver consistent sales success? Research/Information Gathering.

Underperforming Technical Team 107

Underperforming Technical Team Outsourced Development Development Social Media 107

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. One train can hide another.”.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

Intercom, Inc.

JUNE 23, 2020

Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. The current pandemic is dramatically accelerating all of these epic trends, as businesses are being forced to do more with less. There are massive risks for those who don’t follow.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

JANUARY 31, 2019

And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. When you’re a small team, your time is everything. Speed is everything.

Underperforming Technical Team 165

Underperforming Technical Team Scale Benchmarks Sales 165

Intercom, Inc.

MARCH 18, 2021

In previous episodes, we’ve talked about how customer feedback and cross-team collaboration play a crucial role in the features and updates we build here at Intercom. Or rather, two – conversation topics and custom reports. What does success look like? Thomas: Awesome. Well, you’re all very welcome.

Scale 211

Scale Underperforming Technical Team Trends Metrics 211

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. When I was hired, I came in with one salesperson and zero dollars in recurring revenue and over the next four years grew the sales team to over 140 employees and 55 million in recurring revenue. FULL TRANSCRIPT BELOW.

Sales Recruiting 332

Sales Recruiting Sales Hiring Scale Sales 332

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. Poor strategy, organization, and execution hurt your productivity and therefore your scalability.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

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

MAY 17, 2024

Leading companies and CS teams are paving the way by providing innovative solutions that leverage AI technologies to accelerate impact and drive customer retention and growth. So, what can CS teams do today? As a result, CSMs spend a staggering 35% of their time compiling details on customer accounts using various tools.

Innovation 101

Innovation AI Underperforming Technical Team Scale 101

User Pilot

APRIL 21, 2023

The aim of product analysis is to better understand its strengths and weaknesses, to evaluate how effective it is at satisfying user needs , and to identify areas for improvement. Product analysis benefits teams from across the organization, including your product , marketing , customer success , and UX design colleagues.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Onboarding Retention 98

User Pilot

JANUARY 31, 2023

Identifying at-risk customers is crucial for understanding their behavior, improving customer satisfaction , and reducing churn rate. While identifying high-risk customers, you can address the root causes and focus on working to retain those customers. Tag feature usage.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

Sales Hacker

JUNE 27, 2019

Traditionally, each division within a company has its own operations team, each of them reporting to the functions they serve. In each of these cases, the teams’ priorities are set by their respective leaders. You see, coordination becomes challenging when operations teams aren’t tightly aligned around a single mission.

Sales Hiring 108

Sales Hiring Underperforming Technical Team Sales Trends 108

Sales Hacker

MAY 20, 2020

Enabling sales teams — whether through a formal sales enablement function, channel, or informal process — is critical to any business. According to CSO Insights’ Research Director, Tamara Schenk , “The second most debilitating hurdle to sales success is ineffective sales process/methodology.”. Building the Sales Enablement Function.

Sales Enablement 131

Sales Enablement Underperforming Technical Team Sales Communication 131

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.]. Teams experience this in the extreme.”. Prime Product for Customer Conversations.

Customer Success 76

Customer Success Underperforming Technical Team Outsourced Development Systems Review 76

Totango

JANUARY 26, 2021

A customer churn analysis is an investigation that uses big data analytics methods to go beyond churn rate and identify underlying factors promoting customer churn. When you know why customers are leaving you, you can develop appropriate preventive measures. Poor Customer Fit. Change in Customer Goals.

Churn 94

Churn Retention Underperforming Technical Team Technical Review 94

Totango

MAY 5, 2021

You can leverage CSAT scores to do the following: Alert a CSM to customers who might need extra support and a follow-up. Identify bottlenecks in your customer journey. Gauge the effectiveness of your customer education touchpoints . Develop training modules to address weak points, as well as fix software bugs.

Data 118

Data Underperforming Technical Team Software Review Technical Review 118

ProfitWell

AUGUST 18, 2020

For the customer, this rapid growth has created two powerful trends: 1) An increased opportunity to switch to competitor for the same product at a reduced risk. 2) An increased power of consumers to demand better—product, service, prices, and customer experiences. Trend 1: The power to switch.

SaaS Payments 111

SaaS Payments Payment Methods Outsourced Development Underperforming Technical Team 111

User Pilot

MAY 30, 2024

PMs prioritize product development and functionality, while PMMs focus on market adoption and product desirability. They also conduct in-depth discovery of their user base, research competitors, and build personas /ICPs (ideal customer profiles). What are some key differences in priorities between PMs and PMMs?

Product Marketing 103

Product Marketing Interviewing Management Scale 103

Intercom, Inc.

APRIL 22, 2019

For Rick Nucci, customers will win as long as AI empowers employees to do more of what they do best – that is, dealing empathetically with other humans – while skipping tedious busywork that could be handled just as well by a bot. For us, that first fit was with growing sales teams. Rick : That shift came about around 2016.

Scale 156

Scale Scaling Underperforming Technical Team AI Search 156

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. Speak the customer’s language. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

User Pilot

JULY 31, 2023

TL;DR Pendo is a product growth platform for product , marketing , customer success , and UX design teams. It enables businesses to analyze user in-app behavior , collect customer feedback to make data-led decisions, improve user onboarding, and communicate effectively with users. Let’s get right to it!

Underperforming Technical Team 97

Underperforming Technical Team AI Scale Onboarding 97