SaaStr

NOVEMBER 27, 2021

Is your CS team growing as fast as your sales team? If this is your first SaaS company, you may not have ever hired or built a Customer Success team. This one isn’t nearly as risky as a VP of Sales , or a VP of Marketing hire. 3-10 or more years, if that’s your Customer Lifetime Value.

Sales Hiring 189

Sales Hiring Customer Success Scale Customer Lifetime Value 189

Totango

MAY 7, 2024

Both CS and Sales leaders agree: Retention is the #1 priority. Achieving higher retention requires close alignment between CS and Sales teams, yet 87% of CS and Sales leaders told us there’s significant room for improvement in their collaboration. But there’s a problem. Use your words Talk to each other!

Strategy 97

Strategy Sales Customer Lifetime Value Retention 97

OpenView Labs

JUNE 13, 2019

While multiple factors inform a customer’s lifetime value (CLV) , none of them are quite as essential as customer success. Customer success is the foundation businesses can build their continued success on top of. What is Customer Lifetime Value?

Customer Lifetime Value 42

Customer Lifetime Value Outsourcing Services Investment Acquisition 42

Totango

JULY 25, 2019

What’s better for your business to focus on: customer success or sales? Customer success is the practice of cultivating deep and lasting relationships with your customers, which can unlock lasting customer lifetime value for your business. It all starts with sales.

Customer Success 80

Customer Success Customer Lifetime Value Sales Sales Funnel 80

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. This means more than merely being able to hold a conversation about math.

Finance 98

Finance Metrics Customer Success Headcount 98

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction? .

Customer Success 95

Customer Success Scale Customer Lifetime Value Compensation 95

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Scale 92

Scale Customer Lifetime Value Acquisition Customer Success 92

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Scale Customer Lifetime Value Consulting 98

SaaStr

FEBRUARY 19, 2019

The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). The Customer Success Paradox.

Customer Success 137

Customer Success Payment Solutions SaaS Payments Scale 137

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

Customer Success 123

Customer Success Sales Recruiting Compensation Scale 123

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

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. It depends on how technical your customers are.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

User Pilot

MAY 5, 2023

Without a clear customer success workflow, your output can easily become chaotic. Since customer success is a relatively new career, CSMs tend to take on tasks from sales, support, and product marketing—which is often more than they can handle. What is a customer success workflow?

Customer Success 69

Customer Success SaaS Customer Lifetime Value Churn 69

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 112

Customer Success Payments Payment Methods Payment Solutions 112

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention.

Customer Success 52

Customer Success Technical Advisors Sales Technical Review 52

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. Choose Metrics that Emphasize Your Value. Not so much.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 80

Customer Success Customer Lifetime Value Software Review Systems Review 80

User Pilot

JUNE 22, 2023

The differences between a high-touch vs low-touch user engagement model may not seem that important but finding the right approach can actually make your customer success managers a lot more effective. This 1-on-1 assistance with actual humans can drastically reduce the time to value. What is a high-touch engagement model?

Customer Success 69

Customer Success Engagement Scale Management 69

CustomerSuccessBox

MARCH 15, 2022

So let’s deep dive into Customer Success, Customer support and Account management. What is customer success? The initiative was taken by the business to assist the clients or the customers to effectively use its products and plan the business operations to be empowering and successful.

Customer Support 52

Customer Support Customer Success Customer Lifetime Value Management 52

User Pilot

MAY 1, 2024

TL;DR Customer metrics are data points used to track, measure, and analyze various aspects of the customer experience. They come in different forms—customer success, customer engagement , customer service metrics, and more. Improve customer retention. Customer effort score. Customer churn rate.

Metrics 84

Metrics Customer Lifetime Value SaaS Scale 84

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). It wasn’t deployed to manage each and every customer relationship.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

CustomerSuccessBox

MAY 9, 2022

A Customer Success dashboard keeps track of your company’s health in connection to your product and its users. Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. 360 Customer Success Dashboard. Voice of Customer.

Customer Success 52

Customer Success Sales Recruiting Outsourced Development Customer Lifetime Value 52

ChurnZero

SEPTEMBER 8, 2020

Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . . Types of companies that aren’t easy: vision-led, sales-led & committee-led. Talk to more customers.

Customer Success 90

Customer Success Customer Lifetime Value Churn Retention 90

Valuize Consulting

JANUARY 18, 2022

Marketing & Customer Success: Two Sides Of The Same Coin. In many B2B enterprise organizations, unintentional silos exist between Pre-Sales and Post-Sales teams. Customer Success, on the other hand, is in tune with customer needs, goals and challenges. Share Your Customer Data Cross-Functionally.

Customer Success 52

Customer Success Scale Marketing Customer Lifetime Value 52

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Choose Customer Success KPIs Tailored to Your Customers. Support Tickets.

Customer Success 93

Customer Success Customer Lifetime Value Social Media Metrics 93

User Pilot

OCTOBER 5, 2023

Calculating the actual customer acquisition costs accurately can be challenging, and CAC payback doesn’t consider customer lifetime value or differentiate between high- and low-value customers. Userpilot onboarding, analytics , and feedback features can help you reduce CAC and boost revenue.

SaaS Payments 88

SaaS Payments Customer Lifetime Value Acquisition Payment Solutions 88

Totango

JANUARY 30, 2020

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Customer Success vs Account Management: How are They Different?

Customer Success 71

Customer Success Management Scale Customer Lifetime Value 71

Totango

JULY 23, 2019

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. After all, the digitization of business has empowered customers to seek long-term gains from short-term investments. The Customer Journey .

Customer Success 89

Customer Success Customer Lifetime Value Enterprise Churn 89

User Pilot

JANUARY 28, 2024

TL;DR Product performance metrics are quantitative measurements that provide insights into user interaction with a product and its impact on the product’s and business’s overall health, used to assess product success. Product, marketing, and customer success teams use these metrics to assess the product success.

Metrics 90

Metrics Customer Lifetime Value Business SaaS 90

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 52

Customer Success Scale Customer Lifetime Value Consulting 52

Totango

SEPTEMBER 29, 2020

Customer lifetime value (CLV) is a glimpse into your enterprise’s future. It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment.

Customer Lifetime Value 104

Customer Lifetime Value SaaS Enterprise Customer Success 104

CustomerSuccessBox

FEBRUARY 7, 2022

And it calls for customer success software which is a higher version of customer relationship management software – CRM, that is curated to gauge specific goals of driving success, and especially to cater to SaaS businesses. Brief on customer success management software. Sales Activities.

Software Review 52

Software Review Customer Success Software Management 52

ChurnZero

JUNE 10, 2020

Enjoy this list of must-read Customer Success books. . . A veritable blueprint for success in the new membership economy, this book is a must-have for organizations of any size. Never Lose a Customer Again. The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company.

Customer Success 69

Customer Success Compensation Scale Customer Lifetime Value 69

User Pilot

MAY 2, 2024

TL;DR Customer retention is the ability to keep your customers actively using their products. It’s crucial for SaaS businesses because it drives revenue growth, increases customer lifetime value , reduces customer acquisition costs , and fosters positive word-of-mouth marketing. Retention metrics: CAC.

Retention 88

Retention Metrics Strategy Scale 88