ChurnZero

APRIL 9, 2021

Customer Success is fueled by customer interaction. In honor of Stress Management Awareness Month, we invited Ryan Johansen, Customer Success Director at RapidMiner, to share his experience dealing with extreme burnout and show us how to survive and thrive under the pressures of being a Customer Success professional.

Customer Success 98

Customer Success Underperforming Technical Team Sales Hiring Company Culture 98

Intercom, Inc.

JUNE 8, 2021

According to one Microsoft Global State of Customer Service report , 90% of consumers surveyed said that customer service is an important factor in their choice of, and loyalty to, a brand, while nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Customers want it.

Technical Review 222

Technical Review Underperforming Technical Team Customer Support Marketplace as a Service 222

SaaStr

OCTOBER 15, 2019

Lots of us fantasize about moving upmarket, but are unsure of how to get started, is it just a matter of hiring a team of SDRs and getting them to hit the phones? You don’t want to fall into a trap of building all this custom stuff, I think you guys all know why that’s a bad idea.

Underperforming Technical Team 222

Underperforming Technical Team Sales Hiring SMB Enterprise 222

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

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential. And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

User Pilot

MARCH 25, 2024

Because it improves your business’ profitability, understanding and reducing churn also gives you a better customer acquisition cost to customer lifetime value (CAC: CLV) ratio. To calculate the churn rate, divide the number of customers lost by the total number of customers at the beginning of that period.

Underperforming Technical Team 104

Underperforming Technical Team SaaS Payments Payment Methods Payment Solutions 104

InsightSquared

MARCH 19, 2020

Sales teams across the country are being forced into remote work situations in response to the COVID-19 crisis. However, for some extra guidance, here are some best practices for managing a fully remote sales team from our very own sales leaders. . Set up daily team standups to promote visibility and transparency across your team.

Development Team Review 77

Development Team Review Underperforming Technical Team Management Sales 77

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

SaaSOptics

MAY 6, 2022

Customer Core —to maintain and develop customer relationships. ” In a recent webinar, Anthony and Clayton Whitfield, co-founder of SaaSOptics , connected to discuss the importance of a well-maintained F&S ecosystem in enabling rapid growth, minimizing risk, and saving cash. Financial Core. People/HR Core.

SaaS 76

SaaS Scale Underperforming Technical Team Forecasting 76

User Pilot

JANUARY 17, 2024

The most common challenges that hinder SaaS growth are lack of product-market fit , ineffective sales and marketing strategies , customer churn, and long product development cycles. Here are the 15 most effective ways to scale your SaaS business: Create a solid customer acquisition strategy.

Scale 105

Scale Scaling SaaS Underperforming Technical Team 105

User Pilot

SEPTEMBER 2, 2024

TL;DR Customer-led marketing focuses on improving marketing strategies and messaging based on customer feedback and behavior insights. It helps build customer retention and brand loyalty. Product-led growth vs customer-led growth Product-led growth uses the product itself as the primary driver of growth.

Marketing 111

Marketing Underperforming Technical Team Education Interviewing 111

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

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Sales Hiring Underperforming Technical Team 67

ChurnZero

SEPTEMBER 22, 2023

Has your customer community lost its spark? Teams are often eager to launch this new initiative, however, sustaining that same enthusiasm in the months ahead can be a challenge. How can you incentivize team members to be active in the online community when it’s not part of their role? Shauna: It can be a challenge.

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Technical Review Consulting 52

Sales Hacker

NOVEMBER 8, 2021

SDRs and BDRs are often young and ambitious, and their investment in these entry-level positions is formative to developing their sales style and shaping the career paths they will choose. SDRs can make excellent customer success reps. Sales development and customer success have in common a customer-facing approach.

Sales Hiring 117

Sales Hiring Underperforming Technical Team Sales Advertising 117

User Pilot

FEBRUARY 22, 2024

It can also serve as a source of invaluable feedback for product development. This means deciding your approach to support, your goals, and how you’ll measure success. You’ll also need to hire the right individuals for your customer support team and invest in training them and providing them with the tools for success.

Customer Support 102

Customer Support SaaS AI Search Software Review 102

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

Stax

MARCH 18, 2025

Generate product interest through lead generation Lead generation is a way to pique the interest of prospective customers to increase your SaaS growth rate by nurturing and converting them into customers. If your product is amazing, but you have a poor onboarding process, chances are high you’ll have a low activation rate.

Scale 117

Scale Payment Services Payments SaaS Payments 117

ChurnZero

MARCH 15, 2019

Churn Monster #10: Bad Fit Customer . We’re talking about a bad fit customer. A bad fit customer is a customer who is unable to receive value from your product or service due to a mismatch of currents needs and offerings. You are worried you have acquired a bad fit customer.

Underperforming Technical Team 45

Underperforming Technical Team Churn Software Review Compensation 45

ChurnZero

OCTOBER 30, 2023

About one-third (36%) of customer success teams have veto power over bad-fit customers,according to our recent annual Customer Success Leadership Survey.That means for better or worse, the remaining 64% have to find a way to manage those customer relationships anyway. Benchmarking.

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Leadership Benchmarks 52

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

ChurnZero

SEPTEMBER 27, 2019

Fostering a ‘Customer Success First’ Attitude Across Your Organization. The success of your customers no longer lies squarely on one team or department. Instead, every part of your organization must be aligned with the needs, desires and wants of today’s ever-evolving customers.

Customer Success 56

Customer Success Underperforming Technical Team Scale Outsourced Development 56

Sales Hacker

JANUARY 4, 2021

Developing a revenue operations (RevOps) strategy — and the team to implement it — is no easy task. As the VP of Revenue Operations at Sales BQ®, I saw my role develop from primarily sales enablement to sales operations as we worked to understand and get a hold of the wide variety of roles RevOps is in charge of.

Scale 103

Scale Underperforming Technical Team Sales Enablement Communication 103

User Pilot

JANUARY 8, 2024

TL;DR A customer acquisition strategy is a comprehensive plan for attracting, engaging, and converting new customers into paying users. Host product webinars to reach your target audience Develop webinar content that educates your audience on industry trends, common challenges, and how your product addresses these issues.

Acquisition 105

Acquisition Strategy Social Media Underperforming Technical Team 105

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

User Pilot

JULY 29, 2024

To create a successful product marketing strategy, you need to set tangible goals, create user personas to understand your target audience better, and develop messaging that showcases your unique value proposition. Successful product marketing examples to inspire you: Userpilot reaches its target customers through product-led content.

Product Marketing 104

Product Marketing Marketing Scale Underperforming Technical Team 104

SaaStr

DECEMBER 1, 2023

We’re still learning what world we’re in — some people interview over Zoom, some are focused on how to build teams in the current age, and many are dealing with a weird overhang from the SaaS explosion of 2021, quiet quitting, layoffs, and team turnover. The last thing a VP of Sales wants to do is start without a team.

Sales Hiring 162

Sales Hiring Sales Recruiting Sales Interviewing 162

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 were very lucky that our specific customer base is CX professionals.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

ChurnZero

AUGUST 24, 2023

The job is never done in customer success. Emails pile up, meetings are stacked back-to-back and theres always someone who needs something from the customersand its up to customer success to make the request. Watch the webinar in full here, and read Ryan’s lessons for first-time leaders below.

Customer Success 52

Customer Success Management Underperforming Technical Team Systems Review 52

User Pilot

MAY 27, 2024

Now let’s go over how you can improve and create positive customer perception: Personalize customer experience : Segment user base and design relevant product experiences for each. Deliver ongoing training : Engage users with educational content like webinars and tutorials. Userpilot webinars. an engagement loop ).

Software Review 105

Software Review SaaS Social Media Interviewing 105

SaaStr

JULY 1, 2020

She manages a huge global team. It has a portion of its revenue that’s very sensitive to the economy and a lot of startups in the customer base, good and bad, right? Sam will have a lot of interesting perspectives on how he manages his team through these times. Four, people in the sale? Jason Lemkin: None.

Merchant Services 265

Merchant Services Scale Sales Recruiting Sales 265

ChurnZero

DECEMBER 21, 2023

To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full. Q: If your customer has more than one need, how do you decide which to prioritize first—or you do you address them all at the same time? But we can’t do it all.

Sales Recruiting 52

Sales Recruiting Scale Customer Success Sales 52

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. The bad news is they’re not growing enough.

VP of Engineering 52

VP of Engineering Customer Success Scale Underperforming Technical Team 52

ChurnZero

JUNE 18, 2021

Customer exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights. Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews. Q&A Recap.

Interviewing 98

Interviewing Churn Scale Underperforming Technical Team 98

Valuize Consulting

SEPTEMBER 30, 2021

Connect Your Customer Ecosystem With A Product Owner. Product Owner is one of the most widely misunderstood roles, both within the context of Customer Success and more broadly across software organizations. ” Q: What is the role of a Product Owner in the context of Customer Success Operations? .”

Interviewing 52

Interviewing Customer Success Underperforming Technical Team Scale 52

User Pilot

JANUARY 30, 2023

Here are real-life product adoption examples from successful companies for each stage: Using social media ads to expand brand awareness, like Slack. Offering educational webinars showcasing the value of your product, like Userpilot. Installing chatbots on your website to engage leads, like Hubspot. What is the product adoption curve?

Technical Review 98

Technical Review Software Review Underperforming Technical Team Education 98

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40