SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. Look for someone that really was a “Customer Success Manager” or “Client Success Manager” on their LinkedIn, that you believe in, and that worked somewhere < $10m ARR, and you’ll be in the zone.

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

Technical Review 222

Technical Review Systems Review Customer Support Headcount 222

Groove HQ

MARCH 4, 2024

Your support team makes your customers successful. and enjoy regretting your meal choices, you’ve probably […] The post 5 Things CEOs and Founders Need to Know About Good Customer Service appeared first on Groove Blog. Here’s how to make your support team successful. If you grew up on the east coast of the U.S.

Customer Success 89

Customer Success Customer Support 89

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. Look for someone that really was a “Customer Success Manager” or “Client Success Manager” on their LinkedIn, that you believe in, and that worked somewhere < $10m ARR, and you’ll be in the zone.

Sales Hiring 203

Sales Hiring Customer Success Scale Customer Lifetime Value 203

Intercom, Inc.

JUNE 23, 2020

Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Customer support is undergoing massive, irreversible change.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Tom Tunguz

APRIL 16, 2020

Here’s one way to think about it. On the y-axis, you will find customer demand for the product, from tepid to ravenous. Your customers’ desire outstrips your ability to supply your service. In this position, a business should focus on satisfying existing customers and invest in product advances.

Strategy 196

Strategy Startup Venture Capital Acquisition 196

Intercom, Inc.

FEBRUARY 12, 2019

Unless your business is transactional, nurturing your existing customers should be just as important as acquiring new logos. It’s what comes after – onboarding, upselling and cross-selling, renewal – that determines your customers’ ability to grow with your product and, consequently, the fate of your own growth.

SaaS 184

SaaS Onboarding Retention Startup 184

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights.

Underperforming Technical Team 98

Underperforming Technical Team Branding Advertising Retention 98

ChurnZero

JANUARY 29, 2021

. As a Customer Success professional, you talk to customers about your products and services all day, every day – whether it’s discussions about product adoption, value, or ROI. But if you want to have more than a one-dimensional relationship with your customer, only talking about your product isn’t enough.

Retention 98

Retention Banking Customer Success Technical Review 98

Tom Tunguz

MARCH 24, 2018

The Ideal Customer Profile. The perfect customer. The company will focus on too broad a customer base, waste time and effort with unqualified prospects, and blunt their sales pitch with irrelevant value propositions. To describe the ideal customer well is not enough. Can you describe it for your startup?

Scale 208

Scale Startup Scaling Communication 208

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Artificial Intelligence 52

Artificial Intelligence Customer Success Software Payment Features 52

Practical Advice on SaaS marketing

MARCH 7, 2015

For customers, it’s just not the most important thing. Instead, focus on what customers really care about. Of course they care about security, access, performance and other benefits that depend on the platform. But if you want to get the attention of prospective customers, don’t talk about what you want to say.

SaaS 113

SaaS Cloud Finance Technology 113

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Optimizing customer experience with personalization.

Trends 71

Trends Customer Success Artificial Intelligence Scale 71

ChurnZero

FEBRUARY 21, 2022

Customers are more than just a source of revenue and profits for your company. That’s where a customer advisory board (CAB) can come into play. Cultivating a strong customer advisory board and implementing marketing strategies, like product-led growth , can send you well on your way to reaching new heights.

Underperforming Technical Team 52

Underperforming Technical Team Branding Advertising Retention 52

Practical Advice on SaaS marketing

JUNE 3, 2013

Sorry to break this news to you, but customers don't really care about you. Even when they ask about you , it's really about them : "What problems can you solve for me?" What do you know about my business, my market, my product?" "How You might know a lot about a lot of different markets. It doesn't matter.

Sales Recruiting 124

Sales Recruiting Finance Software Development SaaS 124

TechEmpower SaaS

JULY 24, 2023

At TechEmpower, we frequently talk to startup founders, CEOs, product leaders, and other innovators about their next big tech initiative. It’s part of our job to ask questions about their plans, challenge their assumptions, and suggest paths to success. After all, that’s what tech innovation is all about. Commenting?

Innovation 780

Innovation Development CTO Hire Technical Review 780

Nimble - Sales

SEPTEMBER 1, 2020

From social media’s rise to the growing reliance on customer service, the ability to adapt to the changing times is more important than ever. The post CRM at a Glance: Key Statistics You Should Know About Customer Relationship Management appeared first on Nimble Blog.

Management 133

Management Innovation Technology Software 133

ChurnZero

APRIL 7, 2021

In order to feel confident about your buying decision you might do many things to vet the solution including testing out a free trial, speaking to references, looking at comparison reports and last but not least looking at multiple customer reviews. . But why should your company care about software review sites? TrustRadius.

Technical Review 81

Technical Review Software Review Customer Success Marketplace as a Service 81

CustomerSuccessBox

FEBRUARY 23, 2022

Customer Acquisition and Retention play a key role in keeping in touch. When we talk about customer retention, we usually try to influence the loyalty of an existing customer. Customer acquisition is based on an established marketing strategy. 3+1 Strategy To Retain Customers That Is Worth Applying.

Acquisition 52

Acquisition Payment Methods Retention Payment Services 52

SaaSX

JUNE 14, 2019

Customers no longer base their loyalty on price or product. If you cannot keep up with their increasing demands, your customers will leave you.” Last week, we attended a fantastic webinar hosted by Paddle which discussed the benefits of customer-first thinking, and how to build a customer-first strategy for your SaaS company.

Strategy 55

Strategy B2C Retention Metrics 55

SaaStr

NOVEMBER 11, 2019

Customers are: Willing to pay a little more for the most trusted brand (the classic discount for a “generic” supermarket brand is around 30%, for example); and. And if you have a trusted brand, customers will want to buy more products from you, too. “Anchoring High” is an extremely effective marketing strategy — when done right.

compliance 122

compliance Enterprise Branding Pricing 122

TriTuns

MARCH 20, 2019

This guest blog was written by Jason Noble , a UK-based Expert in Customer Success. Jason is also co-host of, “The Jasons Take On…” a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric. Being customer centric is easy to say but hard to do.

Sales Hiring 40

Sales Hiring Leadership Underperforming Technical Team Technical Review 40

TriTuns

MARCH 20, 2019

This guest blog was written by Jason Noble , a UK-based Expert in Customer Success. a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric. Being customer centric is easy to say but hard to do. Jason is also co-host of, "The Jasons Take On." It’s not easy.

Sales Hiring 40

Sales Hiring Leadership Underperforming Technical Team Technical Review 40

TriTuns

MARCH 20, 2019

This guest blog was written by Jason Noble , a UK-based Expert in Customer Success. Jason is also co-host of, “The Jasons Take On…” a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric. Being customer centric is easy to say but hard to do.

Sales Hiring 40

Sales Hiring Leadership Underperforming Technical Team Technical Review 40

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. COVID-19’s effect on customer churn may have already begun, but there is still plenty you can do to increase customer engagement and retain the customers you have worked hard to win. What Customer Success Can Do.

Churn 91

Churn Telecommunications Customer Lifetime Value Retention 91

FastSpring

JUNE 12, 2019

Skip to the bottom of this piece to find out what you need to do about this regulation. The biggest change for the ecommerce industry is the Strong Customer Authentication requirement for online transactions. What is the Strong Customer Authentication requirement? What does this mean for me and my customers?

Payment Methods 67

Payment Methods Merchant Services Payment Services Payment Solutions 67

Chargebee

OCTOBER 20, 2023

On June 1, 2023, France issued a new decree to their consumer code. Now, businesses in France must include a cancel button on their website and app irrespective of how the subscription or contract was first entered (either self-serve or physically). What are the terms of the new decree?

Subscription 76

Subscription Payment Features Business 76

ChurnZero

JANUARY 11, 2019

It’s no secret that Customer Success and Product teams have a bit of a love-hate relationship, and when it comes to communicating and working together things don’t always go smoothly. With that in mind, I thought I’d cover some of the common misconceptions that CS folk have about Product folk, and explain why they’re wrong… .

Customer Success 45

Customer Success Subscription Payment Features Communication 45

Zuora

OCTOBER 23, 2019

For weeks leading up to Subscribed Sydney, which was held on the 15th of October, we talked about bringing together […]. The post Subscribed Sydney 2019: It’s all about the customer appeared first on Zuora.

40

40

Practical Advice on SaaS marketing

NOVEMBER 27, 2010

You can find out everything you need to know about any make or model without ever stepping foot on the lot. You can also find out about particular dealers. These folks will tell you about their entire experience buying and servicing their new cars. hour job, and were unapologetic when I argued about it. I'd never go back.

Acquisition 100

Acquisition Subscription Payment Features Enterprise 100