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

SaaStr

MAY 16, 2023

Personally, I’ve seen it sort of work a few times — and that’s why I added “sort” as an option, and 26% of you also said it had sort of worked: We used an experienced outsourced team at SaaS itself to bring in new sponsors, and they added about 8% of new revenue. I just haven’t yet seen it work.

Outsourcing Services 230

Outsourcing Services Outsourced Development Development Team Review Sales Hiring 230

Payrix

APRIL 17, 2024

You’ve decided to offer Embedded Payments to your customers. Adding Embedded Payments gives you an exciting opportunity to grow your business and solve real pain points for your customers. However, to capture success you’ll need to promote your new payments offering with customers and prospects.

Payments 130

Payments Embedded Payments Merchant Services SaaS Payments 130

SaaStr

SEPTEMBER 25, 2023

Theoretically, the relationship between sales and marketing should be easy –– after all, these teams are responsible for pulling in more business and increasing revenue. However, it is often the case that relationships are complicated between these teams, and sometimes they can even butt heads.

Enterprise 251

Enterprise Marketing Sales SaaS 251

SaaStr

MARCH 19, 2024

Whether you’re joining at Series A, B, C, pre-public, or post-public, you have to figure out how to scale the operations of getting your product to market and in the hands of as many customers as possible and then making those customers successful. 3: Culture Jeff has joined successful companies pretty early on.

Headcount 195

Headcount Scaling Finance Engineering 195

SaaStr

DECEMBER 25, 2020

One bit of advice you hear again and again, that I 93% disagree with, is “Fire The Customers That Don’t Fit. Fire Your “Bad” Customers.” ” The ones that suck up too many scarce resources relative to the revenue they generate. Everyone gets the issue(s) that’s been through it.

Sales Hiring 330

Sales Hiring Customer Success Customer Support Revenue 330

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

SaaStr

JULY 14, 2023

So a little while back we had a deep dive on just how much of a product expert your VP of Sales needs to be, and your sales team in general. I repeated the survey for CS, and found more what I’ve personally experienced — the CS team needs to know the product cold. More on that here. They just plain fail in my experience.

Customer Success 192

Customer Success Scale Sales Hiring Leadership 192

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

User Pilot

APRIL 15, 2024

Artificial Intelligence is revolutionizing how SaaS product teams work by increasing efficiency and productivity, reducing costs, and most importantly, facilitating data-driven decision-making. In this article, we look at how you can use AI to gain in-depth customer insights and how to leverage them to improve the product.

AI Search 105

AI Search AI Artificial Intelligence Machine Learning 105

Blulogix

MARCH 24, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Overcoming Customer Success Complexities Take your business further with BluIQ’s flexible, scalable, enterprise-grade intelligent billing solutions. Recurring & Usage Billing Navigating the Maze of Customer Success: 1.

B2B 97

B2B Subscription Payment Features Customer Success 97

User Pilot

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 89

Customer Support SaaS AI Search Software Review 89

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . What is a good FCR rate? .

Customer Support 210

Customer Support Metrics Churn Communication 210

User Pilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Customer Success 93

Customer Success Sales Hiring Scale SaaS 93

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 97

Scale Customer Success Scaling SaaS 97

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Engagement 52

Engagement Onboarding Customer Success Metrics 52

User Pilot

APRIL 3, 2024

Wondering how to create a resource center for your SaaS product? A resource center is a central hub of resources that helps your customers solve problems and learn more about your product. It reduces the load on your support team and improves customer satisfaction by providing self-service support.

AI Search 100

AI Search Software Review SaaS AI 100

Blulogix

MARCH 23, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Crafting a Winning Customer Success Strategy In B2B subscriptions, customer success transcends traditional support frameworks, embodying a proactive commitment to guiding customers towards achieving their strategic objectives with your service.

B2B 59

B2B Subscription Payment Features Customer Success 59

User Pilot

APRIL 24, 2024

From marketing to product management and customer success, AI is improving productivity, helping teams make better decisions, and improving customer experience. TL;DR AI helps SaaS teams improve productivity by automating repetitive tasks. This includes the SaaS industry too. What AI tools you can use.

AI 67

AI Artificial Intelligence SaaS Generative AI 67

User Pilot

APRIL 3, 2024

Truly think about it because it could be the difference between a successful product and not. Product-led innovation focuses on creating the best product for your customers. TL;DR Product-led innovation emphasizes improving the product to attract customers, reducing reliance on marketing for growth.

Innovation 96

Innovation Payments Strategy Payment Solutions 96

User Pilot

NOVEMBER 13, 2023

If you want loyal customers who keep coming back to your product or service, you need customer enablement. Instead, you also have to help customers get the maximum value from it. That’s exactly what effective customer enablement does – it helps customers get all the tools needed for successful product engagement.

B2B 101

B2B Sales Enablement Onboarding Retention 101

User Pilot

APRIL 24, 2024

Demos are crucial for your sales process success, which is why you need to learn SaaS demo best practices to create beneficial content. Similarly, you can't expect potential customers to come on board without a well-designed software demo first. Re-engage with older prospects as they move along in their customer journey.

SaaS 75

SaaS Software Review Engagement Data 75

User Pilot

APRIL 22, 2024

It’s often done to guide product planning , enhance account expansion , and optimize self-serve customer support channels. Ensure better resource allocation. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. Improve product road mapping.

Underperforming Technical Team 89

Underperforming Technical Team Software Review User Experience Retention 89

User Pilot

JANUARY 8, 2024

Looking for customer onboarding practices to implement for your product? Examples show how successful SaaS companies are using these strategies. Features to look out for in the right customer onboarding tool. TL;DR Customer onboarding is the process of guiding new users to understand, adopt, and make the most of your product.

Onboarding 97

Onboarding SaaS ChatGPT Retention 97

User Pilot

JANUARY 17, 2024

If you do not scale, you will be unable to reach a new pool of customers and your competitors will leave you in the dust. If you scale prematurely, you may struggle to satisfy customer expectations. Scaling involves finding the right timing, understanding customer psychology, and making critical decisions to drive product-led growth.

Scale 102

Scale Scaling SaaS Underperforming Technical Team 102

User Pilot

JANUARY 22, 2024

The framework is a roadmap for creating a winning product marketing strategy that drives effective resource allocation and provides a flexible foundation for growth. You’ll also need to define your objectives and evaluate your resources before making a choice. This means collecting feedback data to measure customer satisfaction.

Product Marketing 101

Product Marketing Marketing Social Media Scale 101

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Payment Services 99

Payment Services Merchant Services Customer Success Business 99

User Pilot

APRIL 22, 2024

Learning from the success of product-led growth examples can be a game changer for your business. Some of the most important traits of a product-led growth model include customer-centric design, frictionless exploration, fast value, self-serve customer experience , network effect, and virality.

Strategy 78

Strategy Education User Experience Acquisition 78

User Pilot

SEPTEMBER 20, 2023

Buckle in… TL;DR A product is anything designed to satisfy customer needs over a period of time, and a project is a time-bound series of activities designed to realize an output. The project manager oversees the project resources to make sure work gets done on time and on budget. using a Gantt chart, etc.), Check out a demo here.

Management 104

Management Market Research Metrics Trends 104

User Pilot

JANUARY 16, 2024

The customer onboarding process flow chart is a tool that’s essential for optimizing your activation and adoption efforts. TL;DR A customer onboarding process flow chart is a visual tool that outlines the key stages of customer onboarding , aiding SaaS teams in creating consistent and effective onboarding experiences.

Onboarding 100

Onboarding AI Retention Scale 100

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 52

Customer Success Customer Lifetime Value SaaS Churn 52

User Pilot

OCTOBER 3, 2023

Which are the most successful PLG companies? These are the two main questions that we tackle in our guide to 12 PLG companies that have achieved success. In this way, they turn customers into product advocates who drive customer acquisition without relying on the marketing or sales team. Let’s dive in!

Scale 102

Scale Acquisition Onboarding Social Media 102

User Pilot

NOVEMBER 21, 2023

We also share some best practices for product managers on how to pull off a successful product launch. Product launch checklists help align the efforts of all team members, enhance quality assurance, help mitigate risks, enable the evaluation of the launch, and help you deliver a better customer experience.

Underperforming Technical Team 96

Underperforming Technical Team Sales Recruiting Social Media Market Research 96

User Pilot

APRIL 24, 2024

Does it require technical expertise from the product team ? TL;DR Userpilot is a product growth platform that enables customers to create in-app experiences to drive user engagement. It also offers analytics and feedback capabilities to enable teams to make data-driven product decisions. How does Userpilot work? The result?

Onboarding 88

Onboarding Engagement B2B Development 88

User Pilot

MARCH 15, 2024

TL;DR Data-driven analytics describes the process of collecting, analyzing , and interpreting customer data to help organizations make better-informed product and strategic business decisions. This improves customer satisfaction and retention. Data collection comes next. Why is data-driven analytics important for SaaS companies?

Data 95

Data Data Analysis SaaS Software Review 95

User Pilot

MARCH 19, 2024

We explain what a feature rollout is, why it is important for product teams, and how to conduct them. Thanks to that, the development team can collect user feedback and test the feature before rolling it out to all users. The team conducts research to identify opportunities and generates solutions. Ready to dive in?

Software Development 103

Software Development Scale Development Benchmarks 103