SaaStr

APRIL 20, 2024

AI-powered tools can automate many tasks, flattening organizational structures and allowing individual contributors to accomplish more with the help of AI agents. Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology.

Sales Hiring 247

Sales Hiring Startup Marketing Technical Review 247

Valuize Consulting

JUNE 17, 2020

Customer success leaders are facing retention revenue losses due to the current global economic downturn. You must focus on maximizing the scalability and efficiency of your customer success organization through customer success automation to maintain strong retention rates during these uncertain times.

Customer Success 52

Customer Success Retention Scaling Strategy 52

Totango

SEPTEMBER 25, 2020

This especially extends to the world of customer success and retention. With many customer success teams responsible for dozens or hundreds of accounts, automation has become an important tool to not only provide great customer experiences and solutions to problems, but to scale customer success and increase value as well. .

Scale 56

Scale Customer Success Scaling Technical Review 56

Valuize Consulting

AUGUST 17, 2020

Customer success leaders are facing retention revenue losses due to the current global economic downturn. You must focus on maximizing the scalability and efficiency of your customer success organization through customer success automation to maintain strong retention rates during these uncertain times.

Scale 40

Scale Customer Success Retention Scaling 40

BetterCloud

APRIL 22, 2020

It’s pretty amazing to know that thousands of customers trust us to manage and secure their digital workplaces. But now more than ever, our customers are leaning on BetterCloud. With layoffs and furloughs happening at an unprecedented rate, many of our customers are being asked to do more with less. Step 1: Define.

compliance 52

compliance Technical Review Headcount Onboarding 52

SaaStr

DECEMBER 30, 2023

The rise of customer success as a new, empowered function. Human support remained imporant, at least for paying customers. Sometimes begrudgingly, but everyone has some level of human support, especially for larger customers. Customer Success has in many cases morphed into part of the sales team.

Customer Success 278

Customer Success Scale AI Pricing 278

SaaStr

FEBRUARY 6, 2024

In 2024, for customer success in SaaS, what’s “good” NRR? Who should Customer Success report into? Questions like this and many others are the most common questions asked of SaaStr Fan Fave and expert on Customer Success, Gainsight CEO Nick Mehta, and SaaStr CEO and Founder, Jason Lemkin.

Customer Success 234

Customer Success Scale Sales Hiring Benchmarks 234

USIO

APRIL 22, 2024

Success Stories Usio SaaS Partner A, operating in the non-profit sector, has seen a substantial boost in revenue by $710,000 without any initial investment by integrating Usio payment solutions and taking advantage of revenue share. This not only protects sensitive customer data but also builds trust and credibility with users.

Payment Services 130

Payment Services SaaS Payments Payment Solutions Payments 130

SaaStr

DECEMBER 23, 2023

So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened?

Customer Success 239

Customer Success AI Pricing Enterprise 239

SaaStr

FEBRUARY 14, 2024

The landscape of customer success has been evolving rapidly. So much so that we seem to be releasing new content on customer success just about every week. Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency.

Customer Success 224

Customer Success Sales Hiring Scale AI 224

SaaStr

APRIL 3, 2024

Jennifer has been at PagerDuty since 2016, a disruptive company that took automation to the next level before AI was hot in 2024. Where’s the Line Between Automation and AI? How about bringing more value to customers in a much shorter time frame? Or supporting customers by enabling GenAI? It’s a little blurry for people.

Generative AI 225

Generative AI AI Technical Review Software Review 225

SaaStr

JUNE 19, 2023

So we’ve been writing about the power of a strong, funded, dedicated customer success organization since the beginning of SaaStr way back in 2012. I now dread calls and Zooms with Customer Success — and I’m not alone. This turns it into a sales function — not a success function. Thank you much. No Thank You.

Customer Success 238

Customer Success Pricing Revenue Sales 238

SaaStr

JUNE 14, 2023

In this blog post, we will delve into the fascinating journey of UiPath, a pioneer in robotic process automation (RPA) software that has revolutionized how enterprises automate repetitive tasks. This approach not only helps build trust but also encourages customers to challenge your company when needed.

Scale 195

Scale Artificial Intelligence Technical Review Software Review 195

SaaStr

APRIL 9, 2024

Disruption and responsibility must coexist for us to be successful moving forward. What Makes Up AI Success Today? You also need data for success. Data is fundamental to differentiating yourself, and being able to incorporate that into your own AI models will be essential to your own success.

AI 215

AI Outsourcing Services Outsourced Development Government 215

SaaStr

FEBRUARY 7, 2024

In today’s world, there’s a clear shift in what founders, boards, and investors are all after — scalable, low-CAC (customer-acquisition cost) growth strategies. In this playbook we’ll share: Automated outbound at-scale strategies. The data above shows it’s a customer acquisition cost on average of $1.05

Scale 216

Scale Sales Hiring Strategy Marketing 216

SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023.

Sales Hiring 239

Sales Hiring Customer Success Scale AI 239

SaaStr

FEBRUARY 9, 2024

Before joining Zapier, Giancarlo was at Atlassian as a technical sales lead before moving to DropBox as a Senior Director of Growth and Monetization, and was CMO at Confluent – so he has a wealth of knowledge from Zapier’s Go-To-Market history as well as these successful SaaS companies to pull from. At the same time?

Scale 251

Scale Sales Hiring Sales Marketing 251

SaaStr

DECEMBER 4, 2023

So i f deals take longer to close, you’re spending more money and paying people longer, so your customer acquisition costs are increasing, payback takes longer to materialize, and your LTV to CAC goes down. If you want to accelerate your sales cycles, you need to meet customers where they are. What are the best companies doing?

SaaS Payments 208

SaaS Payments Payment Services Payments Payment Features 208

User Pilot

OCTOBER 31, 2023

Taking users through your product or service using an onboarding call is a pretty standard part of the customer onboarding process. Automated, in-app onboarding can also form part of a successful customer onboarding process (if you have the right tool for the job). So what’s successful onboarding in a nutshell?

Onboarding 98

Onboarding Scale Customer Success Scaling 98

SaaStr

FEBRUARY 16, 2024

Then, 7-8 years ago, we had the early innings of AI — The first automation of how to drive more intelligence. It’s not only about automating a small part of a task but creating a new workflow where work gets done. Look for unique data sets you can develop in your customers to drive insight and automation.

AI 208

AI Artificial Intelligence Healthcare New CTO 208

Andreessen Horowitz

MARCH 26, 2024

Software and robotics, for example, have always presented immense potential to automate repetitive mundane tasks that humans perform, freeing them up to do more valuable work. Moreover, these automations were helplessly brittle, often requiring a new configuration if any of the underlying tools or steps changed.

Investment 126

Investment Healthcare AI Business Model 126

Subscription Flow

APRIL 23, 2024

Invest in the right billing and subscription-management software to automate your workflows after carefully assessing three of the best options in the market. From there on the subscription lifecycle flows without friction through seamless automation so you can focus on improving your product.

Payment Solutions 93

Payment Solutions Payments Payment Services SaaS Payments 93

SaaStr

MARCH 17, 2021

Due to that convenience, departments and teams tend to seek out best-of-breed cloud applications, streamlining foundational and specialized functions through automation. That’s why integration needs to be a key part of your automation strategy. Customer 360. That’s why your HR team is crucial to your success.

Scale 283

Scale Sales Hiring Technical Review Marketplace as a Service 283

SaaStr

DECEMBER 29, 2023

Q: How do you stand out in terms of customer acquisition against large competitors who aren’t incorporating AI? Before, humans graded the outcome of customer support. Intercom’s homepage says AI will automate 50% of support interactions, that is disruptive, but that’s adding AI to an existing product. I don’t know,” Jason says.

Scale 221

Scale Sales Hiring Customer Success AI 221

SaaStr

DECEMBER 18, 2023

Talent Customer Service App modernization Talent None of us can build a successful company without thinking about talent. Customer Service A lot of questions people ask are repeatable, which is important when looking at a customer service landscape. But acquiring the right talent is a difficult task.

AI 229

AI Technology Scale Startup 229

SaaStr

NOVEMBER 18, 2022

So ChurnZero put out a great new report surveying 1,037 customer success professionals. 34% of CS Teams Have a Veto on Bad-Fit Customers. Having it be somewhat automated by accounting is my favorite, when it works. #5. 58% of SaaS companies surveyed have a real Customer Marketing function. Grab it here.

Customer Success 290

Customer Success Headcount Churn Revenue 290

Blulogix

MARCH 25, 2024

This post covers the challenges of financial process complexity and outlines strategies for streamlining these critical operations, ensuring accuracy, compliance, and customer satisfaction. Automation reduces manual intervention, minimizes errors, and ensures timely invoicing. Streamlining Strategies for Financial Operations: 1.

Payment Services 94

Payment Services Payment Features Payments B2B 94

User Pilot

APRIL 24, 2024

It’s when a customer decides whether to continue paying for your product or not. If you want to ensure customers renew each time, continue reading ahead. In this article, we’ll share everything you need to know for increasing customer renewals. SaaS renewals can be a breath-holding moment.

SaaS Payments 78

SaaS Payments Retention Payment Services Payment Solutions 78

User Pilot

APRIL 26, 2024

You’re looking to track your customer data and build your sales and marketing efforts around it. Do that by choosing the right customer tracking software for your business. To help you out, we’ve come up with a list of the 13 best customer-tracking software solutions in the industry. Let’s dig in! Get a demo.

Software Review 81

Software Review Software Scale Systems Review 81

SmartKarrot

JUNE 6, 2023

Automation is the application of technology, programs, robotics, or processes to achieve outcomes with minimal human input. In context on technical platforms, automation can be done in various scenarios. Automation may help bring efficiency, reduce errors, help scale, save cost and time.

Technical Review 10

Technical Review Customer Success Artificial Intelligence Scale 10

Intercom, Inc.

JUNE 22, 2021

Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs ”. Modern customers expect a fluid, digital-first sales experience that feels like a good conversation with someone who understands their needs. Create consistent, customer-centric experiences.

Technical Review 233

Technical Review Scale Technology Trends 233

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Review Technical Review Enterprise 112

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These accolades highlight our product’s user-friendly nature and our team’s relentless efforts to ensure a smooth setup process for our customers.

Software Review 108

Software Review Technical Review User Experience Enterprise 108

Stax

FEBRUARY 28, 2024

What hinders the 90% is the high costs of delivering better products and experiences that warrant long-term customer loyalty. How do they keep customers returning for more? Automated SaaS billing and subscription management work hand-in-hand to streamline business operations.

Payments 88

Payments SaaS Payments Payment Services Merchant Services 88

User Pilot

JANUARY 22, 2024

For your product marketing strategy, however, you’ll need to align your sales and marketing teams, create a value-based pricing strategy , collect and apply customer feedback , and map out the customer journey. This means collecting feedback data to measure customer satisfaction. A good growth strategy is also data-driven.

Product Marketing 101

Product Marketing Marketing Social Media Scale 101

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 83

Customer Success Retention Software Review Customer Lifetime Value 83