SaaStr

OCTOBER 12, 2020

SImple tips to Do Better in Q4 With What You Already Have: – Drive Down Churn – Drive Up NPS – Be More Grateful – Zoom with 10 Customers a Week – Promote Your Star(s) – Less Spam, more ABM – Weekly Webinar – Improve Lead Routing – Improve Lead Scoring – Talk to Every Prospect.

Sales Recruiting 350

Sales Recruiting Sales Hiring Churn Onboarding 350

Unbounce

JUNE 11, 2020

So it’s fair for a marketer to ask: “Is now a good time to be running webinars? If anything, webinars are only going to blow up. Keep reading, or jump right into one of the sections below: What can a webinar do for my business? Webinar landing page best practices. Inspiring examples of webinar landing pages .

Entertainment 145

Entertainment Social Media Education Branding 145

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

ChurnZero

FEBRUARY 21, 2025

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? Donna asked in her recent ChurnZero webinar. Charging for customer success: the pros and cons. You can also watch her webinar in full at the end. Watch the webinar in full here.

Customer Success 52

Customer Success Sales Enablement Onboarding Leadership 52

SaaStr

FEBRUARY 3, 2020

Q: What can you do to lower your customers churn rate? A few basic thoughts: Have every customer have a named customer success rep. Every customer. If every customer knows “Casey” is her rep, and who she can turn to … churn will go down. Segment your Customer Success — and Sales — teams.

Churn 321

Churn Technology Customer Success Pricing 321

SaaStr

NOVEMBER 18, 2023

They’ll attend the webinar. Have customer success do a soft sell. It will all work — to the segment of your customers that truly love you. You’ll actually be doing them a favor: They’ll take the call. They’ll read the email. But if your NPS is low, they won’t. So my #1 best practice is get your NPS up.

Customer Success 293

Customer Success Sales SaaS Marketing 293

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 158

Customer Success VP of Engineering Payments Payment Methods 158

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

SaaStr

OCTOBER 28, 2020

As a kick-off to SaaStr Scale (upcoming on Dec 8-9 ), we’re hosting an interactive webinar with a SaaS expert as a sneak peek of what’s to come. 12, SaaS expert Emilia D’Anzica, Founder and Principal Customer Success Consultant of Growth Molecules , will take you through why and how you should start the renewal process at Kickoff.

Scaling 284

Scaling Consulting Customer Success SaaS 284

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 122

Customer Success Technical Review Social Media Underperforming Technical Team 122

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 112

Customer Success Data Strategy Outsourced Development 112

Totango

JUNE 3, 2022

Customer success email templates form a foundation for effective CS automation. While customer success management can result in a rewarding payoff, it can also be very time-consuming if you don’t use the right strategies. Customer check-ins. Sales to Customer Success Handoff Email Template.

Customer Success 115

Customer Success Payments SaaS Payments Payment Methods 115

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 108

Customer Success Scale Sales Hiring Leadership 108

SaaStr

FEBRUARY 20, 2020

Listen in on as many customer success calls as you can. Start a weekly webinar for existing customers AND prospects — and listen. Listen in on as many sales calls as you can. Also listen to as many Chorus’s and Gong’s as you can. Hopefully, there are any!! Answer 100 support tickets. Do at least 4–5 stints on support.

Customer Success 269

Customer Success Data Sales 269

SaaStr

NOVEMBER 23, 2019

Try to visit 5 prospects or customers a month. This increases the odds a deal closes, and decreases the odds a customer churns. Upgrade alignment between Customer Success, Account Management and Sales. You have to resell and re-earn the customer every month after that. Start doing a weekly webinar every week.

Scale 277

Scale Sales Hiring Sales Churn 277

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

User Pilot

OCTOBER 22, 2023

A primary goal of customer success teams at SaaS companies is to drive user engagement. Whether in the context of new customer activation, upselling premium features, or reducing churn, strong user engagement is a clear indicator of customers’ ongoing commitment to your product.

Engagement 105

Engagement SaaS Onboarding Marketplace as a Service 105

SaaStr

MARCH 16, 2021

Customer success can be tempted to overstate how secure and reliable the app is to nervous customers. There’s one rule I’ve come up with to help unite sales, customer success, marketing and product: Assume Every Customer Knows Everything. All your customers know what each other pays.

Scale 291

Scale compliance Engineering Customer Success 291

SaaStr

OCTOBER 20, 2020

By doing better webinars, better city tours, better whatever? Great Customer Success Managers Can Be Accretive Managing Just $800k-$1m in Existing ARR Within 9-12 Months. A lot of mature SaaS companies use the metric of ~$2m in ARR per customer success rep. By properly communicating and marketing to them?

Sales Hiring 343

Sales Hiring Headcount Engineering Banking 343

SaaStr

JANUARY 9, 2024

Host the first customer webinars. A new VP of Customer Success has to go visit 10+ customers in person during their first 14-30 days. A new VP of Marketing has to do demand gen themselves at first. Send all the campaigns for the first 60 days. Write copy and content themselves.

Sales Hiring 311

Sales Hiring Interviewing Startup Customer Success 311

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.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

MARCH 23, 2020

Help your customers learn how to use your product even better. A weekly webinar can be great here. Try to give each customer a named Customer Support manager. Your customers will want to stay if they can, and you are important to them. A pause is a lot better than churn. Think about your gym membership.

Churn 354

Churn Customer Support Enterprise Management 354

ChurnZero

APRIL 4, 2025

How can you make the most of this new form of media, and how are customer teams already using it? We caught up with Synthesia customer success leader Lee Beddows at ChurnZero’s annual conference and asked him to share his tips and best practices on AI video for customer teams.

AI 52

AI Customer Success Engagement Technology 52

SaaStr

MAY 28, 2024

Jason suggested leveraging this person’s talents and having them build landing pages and host a weekly webinar explaining the product. On a related note, instant ROI destroys customer success and relationships with customers. That is everyone’s number one source of new customers. Not necessarily.

Sales Hiring 306

Sales Hiring Scale AI Search AI 306

ChurnZero

JANUARY 17, 2025

When your CFO doesnt see the direct link between customer success and the financial metrics they track, its harder to persuade them to invest in CSwhich can ultimately lead to preventable churn. What are the top takeaways for working more effectively with your CFO as a customer leader?

Customer Success 52

Customer Success Benchmarks Headcount Scale 52

Totango

FEBRUARY 1, 2022

Qlik’s Vice President of Customer Success Operations and Chief of Staff Chris Wood and his team were on the hunt for a customer success tool that could help them do three things: Streamline processes. Scale customers quickly and efficiently. Enable teams to work cross-functionally. 4 Key Takeaways . .

Customer Success 103

Customer Success Scale Leadership Enterprise 103

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

SaaStr

FEBRUARY 24, 2020

Calling customers. Weekly webinars. Better customer support. And it really needs to be a Top 2–3 goal for Customer Success. Q: What are the most effective ways of increasing SaaS activation rates? There are a lot of great tactics on increasing activation rates. More bespoke onboarding. Assigning a CSM immediately.

SaaS 242

SaaS Customer Support Onboarding Customer Success 242

Totango

NOVEMBER 1, 2021

Building and leading a customer success team is no easy feat. From gaining the buy-in of other departments to training team members and earning customers’ trust, the role of a customer success leader can be as challenging as it is rewarding. 5 Key Takeaways. Need help leading your CS team?

Customer Success 105

Customer Success Leadership Communication Enterprise 105

SaaSOptics

MARCH 16, 2022

2022 B2B SaaS Trends [Webinar Recap]. In this webinar recap, you’ll see the most significant trends in SaaS pricing, subscription management, metrics/analytics, and what they could mean for your business in 2022. Q&A from the ’22 B2B SaaS Trends Webinar. Access the Full B2B SaaS Trends Report.

Trends 98

Trends B2B Scale Payment Features 98

SaaStr

APRIL 20, 2024

Marketing teams can make a 20% improvement in customer NPS or customer success within one quarter. Founders should encourage honesty and feedback from customers, even if it’s negative. Building a Brand Building a brand is essential for long-term success.

Sales Hiring 301

Sales Hiring Startup Marketing Technical Review 301

SaaStr

MAY 31, 2024

. #1: How Sales and Marketing Have Shifted Since 2020 Expectations and the types of people working in SaaS have shifted over the past few years, and much more in sales, marketing, and customer success. Outbound drip marketing, content marketing, webinars, events. Who’s going to care about customer happiness?

Sales Hiring 302

Sales Hiring Sales Recruiting Marketing Scale 302

SaaStr

JULY 20, 2019

Or paid webinars. Invest in customer success. Once you hit Initial Traction in SaaS, say that first $1m-$1.5m in ARR, you’ll finally find something that works. One channel, often. E.g., partnerships. Or Facebook ads. Or an app store. Or a specific outbound strategy. Or blogging, or podcasting, or something.

Sales Hiring 279

Sales Hiring B2C Marketing Investment 279

Intercom, Inc.

APRIL 30, 2020

We’ll also connect with your marketing teams to discuss other joint content we can develop together, such as webinars, case studies, guest blog posts, and perhaps – one day soon – even joint events. Our New in Intercom webinars also regularly highlight partner apps. Our New in Intercom webinars highlight partner apps.

Outsourcing Services 223

Outsourcing Services Outsourced Development Consulting Retention 223

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Customer Success 94

Customer Success Retention Revenue Sales 94

SaaStr

FEBRUARY 28, 2022

This increases the odds a deal closes, and decreases the odds a customer churns. Upgrade alignment between Customer Success, Account Management, and Sales. You have to resell and re-earn the customer every month after that. Start doing a weekly webinar every week. We call this a webinar. More here.

Scale 246

Scale Sales Hiring Sales Enterprise 246