ChurnZero

JANUARY 3, 2020

Out of 20 solution providers included in G2’s Winter 2020 Momentum Report for Customer Success Software, ChurnZero has received the highest Momentum Score, based on exceptional customer satisfaction and market growth, reinforcing ChurnZero’s position as the pacesetter in the Customer Success industry.

Customer Success 69

Customer Success Venture Capital Software Review Technical Review 69

Totango

JANUARY 23, 2020

There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Obviously, no one wants to lose customers. Why Customers Churn. You are not powerless in the face of churn.

Churn 105

Churn Enterprise Strategy Management 105

TriTuns

JANUARY 21, 2020

*This is an updated version of the article , “The Big Bold Future Of SaaS Growth Is Customer Success” that I originally published on Software Executive Magazine in May 2019. The next generation of this business model, led by the creation of customer success (CS), is ushering in a new growth engine.

SaaS 71

SaaS Underperforming Technical Team Customer Success Business Model 71

TriTuns

JANUARY 21, 2020

*This is an updated version of the article , “The Big Bold Future Of SaaS Growth Is Customer Success” that I originally published on Software Executive Magazine in May 2019. The next generation of this business model, led by the creation of customer success (CS), is ushering in a new growth engine.

SaaS 71

SaaS Underperforming Technical Team Customer Success Business Model 71

Totango

JANUARY 21, 2020

The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Your customer’s success is your success.

Customer Success 84

Customer Success Software Review Systems Review Enterprise 84

ChurnZero

JANUARY 7, 2020

CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story. RFP360 was founded to help customers develop strategic RFP processes that deliver results. As a result of the ir rapid growth, the RFP360 Customer Success t eam faced several challenges. The y struggled to: .

Scale 52

Scale Headcount Consulting Customer Success 52

Unbounce

JANUARY 28, 2020

Will “free shipping” require my firstborn to clear customs? Do “fully customized” landing pages secretly mean slower launches, a bulkier building process, or not-totally-customizable-but-hey-close-enough? Just look to the customization masters at ecomm packaging company Packlane. And how did he get my email?) Oodles of effort?

Branding 143

Branding Underperforming Technical Team Education Subscription 143

OPEXEngine

JANUARY 14, 2020

Many factors drive the high-growth of SaaS companies, including higher market adoption of SaaS and the structural advantages of the recurring subscription revenue model – see Why SaaS Companies Grow Faster. SaaS Company Profits Increase as the Customer Life Increases. Source: SEC filings – weighted average by company revenue.

SaaS Payments 59

SaaS Payments SaaS Scale Customer Lifetime Value 59

Totango

JANUARY 16, 2020

That is the big difference in the customer delight vs customer satisfaction divide. Customer satisfaction is the process of achieving goals and consistently delivering the value you promised. Customer delight, on the other hand, is the “wow” factor. Both are important aspects of customer success.

Customer Success 62

Customer Success Onboarding Business Model Engagement 62

Chart Mogul

JANUARY 27, 2020

Through interactive publications and rich media experiences, Flipsnack aims to provide a successful publishing platform to help businesses thrive in the digital world. The team had to import this data into a spreadsheet and build custom models on top of it. Flipsnack uses Stripe and Braintree to bill their customers.

Revenue 52

Revenue Sales Hiring Subscription Payment Features 52

OPEXEngine

JANUARY 17, 2020

Eric Mersch, CFO and partner at FSG puts it this way: “The methodology for reporting subscription gross margin is so well established that using a non-standard approach will cost you several multiples of ARR in valuation. Customer support. Customer Support. Digging into what you are putting into COGs is critical.

Outsourcing Services 53

Outsourcing Services Trends Outsourced Development Technical Review 53

ProfitWell

JANUARY 6, 2020

We are back and feeling better than ever , kicking off what we’re hearing is "the year of subscription growth and iteration." We also have 10 must-have features for subscription billing platforms in 2020. Plus, how to price for SaaS success in the new year. Your top subscription news. 10 years, 10 pricing must-haves.

Payments 40

Payments Merchant Services SaaS Payments Payment Methods 40

ProfitWell

JANUARY 8, 2020

Plus, customer retention predictions for the year to come. Your top subscription news. As we touched on in yesterday’s episode of Recur Now, content success has been all about originality. We’re steadfast in our viewpoint that subscription is the future, but what’s the next decade look like for streaming?

Retention 40

Retention Subscription Payment Features Interviewing 40

ProfitWell

JANUARY 15, 2020

The subscription model is booming—meaning more and more companies are acquiring the model—giving your SaaS business even more motivation to remain competitive. To keep up with the ever changing market behavior, analysts also conduct research on subscription market analysis. A customer-centric work approach. Your pricing.

Pricing 54

Pricing Marketplace as a Service Subscription Payment Features 54

ProfitWell

JANUARY 24, 2020

Your top subscription news. First up, stop measuring your success by vanity metrics , like views and ‘likes’ on your videos, for example. With 43 million impressions, it certainly seemed like a successful campaign. It’s been able to grow its subscriber base rapidly, especially overseas, while retaining existing customers.

Sales Recruiting 40

Sales Recruiting CTO Hire New CTO Sales Hiring 40

ProfitWell

JANUARY 16, 2020

Plus, knitters master their craft with subscription. Your top subscription news. 3: On the flip side, Casper's lifetime value and customer acquisition cost look fairly weak despite it being first-purchase profitable. Expansion revenue: How much do you need to be successful? Are you a member of the "sleep economy"?

Scale 51

Scale Subscription Payment Features Benchmarks 51

OpenView Labs

JANUARY 27, 2020

Editor’s Note: This article is part one of a two-part series that discusses the need for product success in SaaS organizations. When I joined, the company was ramping up its go-to-market efforts, launching a direct salesforce and creating marketing, professional services and customer support for the first time.

Scale 53

Scale Technical Review Customer Success Scaling 53

Teamgate

JANUARY 13, 2020

In terms of lead generation and marketing, the “end” would be a working list of potential subscribers who are likely to become loyal customers. As a business owner, you already know by now that customers’ willingness to pay significantly increases with even just a small price slash. Type of customers you want to attract.

Strategy 96

Strategy Business Social Media Innovation 96

ProfitWell

JANUARY 22, 2020

Today, we’re talking subscription-based beauty—in both style and care. Your top subscription news. Subscription packing. The clothing rental and subscription service has teamed up with Marriott International’s W Hotels to offer visitors a style experience suited just for them. Whoever gets closer to the customer wins."

Airlines 45

Airlines Subscription Payment Features Construction 45

Chart Mogul

JANUARY 16, 2020

That doesn’t make brands powerless — customer testimonials are a powerful weapon they have at their disposal. Customer testimonials are like guac on a burrito… They’re essential, not an optional extra. Customer testimonials are like guac on a burrito… They’re essential, not an optional extra. Customers are smart.

Social Media 52

Social Media Software Review Sales Customer Lifetime Value 52

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Sales Hiring Onboarding Churn 52

ProfitWell

JANUARY 6, 2020

Imagine a world in which your customers sell your product for you. If your product fits your buyer persona perfectly and customers absolutely love your product, then it will gain traction through word of mouth. Customers will be lining up at the door (or quickly visiting your website in this case). Ideal, right? Rate of growth.

Product Marketing 52

Product Marketing Underperforming Technical Team Marketing Advertising 52

ProfitWell

JANUARY 28, 2020

Your top subscription news. This means transfer is seamlessly embedded into its customers’ platform and workflow, and that although Currencycloud has 350 companies using its APIs and employs 230 people, you are almost certainly never going to see it—even if you’ve used it. I’m not competing with our customers.

Subscription 40

Subscription Payment Features Startup Data 40

ProfitWell

JANUARY 21, 2020

We’re also flying into new finance-tracking with Copilot subscription finance tracker. Your top subscription news. The subscription iOS app lets you load your financial data, create custom categories for transactions, and set budgets. monthly on connected mobile and web devices for non-bundled customers.

Technical Review 41

Technical Review Finance Subscription Payment Features 41

ProfitWell

JANUARY 17, 2020

Your top subscription news. Here's an article we wrote on trends amongst successful SaaS CEOs that can help. It comes down to the customer. We have an episode of the ProfitWell Report on exactly how much expansion revenue your company needs to be successful. And that’s a wrap for your January 17 subscription news.

Sales Recruiting 41

Sales Recruiting SaaS Payments Payment Services Payment Solutions 41

Outseta

JANUARY 10, 2020

Forte fees are payment processing expenses that have grown significantly over 2018 as we’ve processed more subscription payments. Marketing Strategy & Results Just as in 2018 , our marketing strategy in 2019 focused primarily on “free” customer acquisition channels—mainly email prospecting and content marketing.

SaaS Payments 55

SaaS Payments Scale Payment Methods Payment Solutions 55

OpenView Labs

JANUARY 29, 2020

The much-discussed pricing strategy took over the SaaS world and helped fuel the phenomenal success of SaaS pioneers like Dropbox, Evernote, SurveyMonkey and Hootsuite. These successes then spawned a number of copycats, that bet big on freemium only to see free offerings become a resource-draining distraction. Freemium success stories.

Pricing 82

Pricing Payments SaaS Payments Payment Solutions 82

ProfitWell

JANUARY 24, 2020

Entering into a market is no easy task, especially when there’s an established brand whose name recognition and customer base are well established. Offering a significantly lower price than what people expect helps you acquire customers faster. is well under its customers’ willingness to pay. But, penetration pricing can help.

Pricing 52

Pricing Wireless Acquisition Entertainment 52

ProfitWell

JANUARY 23, 2020

Your top subscription news. None other than custom pricing. Which essentially means: Having the ability to customize your price on a person-by-person or segment-by-segment basis. Custom pricing has been the realm of the enterprise for a long time. And we connect with OpenView’s Blake Bartlett on product-led growth.

Sales Recruiting 43

Sales Recruiting Sales Hiring Venture Capital Trends 43

Sales Hacker

JANUARY 22, 2020

There’s a range of key skills that separate the best from the rest, and success belongs to companies who can identify and hire reps who have those precious skills. Which is more important: meeting quota or customer happiness? If the customer isn’t happy, it can cause months of pain — not just for the customer, but for Customer Success.

Sales Hiring 76

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 76

ProfitWell

JANUARY 27, 2020

Your top subscription news. Mixmax , the email app that extends Gmail's functionality and amps up productivity for customer-facing teams, drops a blog post on “tips for building the most coveted thing every salesperson wants.”. Who, internally, owns the success of the tool? Becoming a pipeline pro.

Sales Recruiting 40

Sales Recruiting Sales Hiring Sales Marketplace as a Service 40

ProfitWell

JANUARY 29, 2020

Your top subscription news. One part of the filing to go public says, “ As a young company, we are still learning about the factors affecting customer returns and believe we have the opportunity to reduce customer return rates. Monetizing existing customers is highly contingent on customer success.

Onboarding 65

Onboarding Scale Social Media B2C 65

ProfitWell

JANUARY 28, 2020

Being authentic with the customer hits home. Market past the conversion to keep those customers around longer and boost LTV. Michael brought in both Stone Brewing Company’s Arrogant Bastard Ale, and a tall boy of Keystone Light—two very different beers for two very different customers. Key takeaways. Random number generator.

Underperforming Technical Team 45

Underperforming Technical Team New CTO Technical Review CTO 45

ProfitWell

JANUARY 27, 2020

Let’s break down the framework that brought HubSpot to this successful place. In this case, you’re trying to take a customer’s form of interest and convert that into value, which is subscription revenue. First, Chris said, “sacrifice customer trust at your own peril.” Building the framework. What it means to be “sold”.

Payments 59

Payments Compensation Advertising Pricing 59

BetterCloud

JANUARY 24, 2020

You’ve read some articles and want to have your company set up and ready for success this year (the law became effective January 1). While calculating the value of this customer data likely does not fall to you as the IT professional, ensuring that the systems in place can accurately track this information does.

Systems Review 75

Systems Review Technical Review Government B2B 75

ProfitWell

JANUARY 2, 2020

The subscription economy has shifted the power balance in favor of the customer. Subscriptions are built on ongoing relationships with customers, so companies selling subscriptions need to understand how to monetize this relationship on a recurring basis. That’s what makes subscription sales so difficult.

B2C 52

B2C Subscription Payment Features Payments 52

TriTuns

JANUARY 15, 2020

” Is this the Secret to Success? Is the issue that the metrics we have used for years to show success to our users and customers are just meaningless? Perhaps the metrics we have relied on for years – with limited success – were just not understood by our audience. Can it really be this simple?

Metrics 11

Metrics Customer Success Software Review Systems Review 11