SaaStr

MAY 10, 2023

Fanatical Happy Customers Are Your Best Acquisition Channel You can use customer acquisition channels like social media, content creation, and other inbound and outbound strategies, but nothing beats a fanatically happy customer. Before Zima worked for Looker, he sold it to other people as a customer.

Sales Recruiting 232

Sales Recruiting Sales Hiring Social Media Sales 232

SmartKarrot

DECEMBER 20, 2021

It’s only recently that customer success has emerged from being a “nice-to-have.” Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Why Customer Success Can Help VC Attention.

Banking 19

Banking Customer Success Scale Company Culture 19

SaaStr

NOVEMBER 2, 2019

How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise? How does your customer success and customer support functions change with the move to enterprise? Billion story from its launch in 2008 to its 2018 acquisition by Recruit Holdings.

Scale 126

Scale SaaS Payments Sales Recruiting Payment Services 126

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

VP of Engineering 21

VP of Engineering Customer Success Scale SaaS Payments 21

SaaStr

APRIL 28, 2023

If you don’t have an interactive product demo, invite interesting guest speakers, and talk about exciting things your company is doing.

Scale 209

Scale Sales Hiring Sales Business 209

SaaStr

MAY 10, 2022

Through this acquisition, TripActions can appeal to different markets by providing tailored solutions for all user needs. . To invest in its user base, TripActions acquired Reed & Mackay to provide VIP white-glove travel services.

Travel 213

Travel Revenue Underperforming Technical Team Scale 213

SmartKarrot

SEPTEMBER 11, 2020

Customers have become more ambitious. Instead, those focused on customer success have become more ambitious than ever in terms of achieving their goals. Customer success executives must quickly adapt to the pandemic and help customers reach success at an even greater pace.

Customer Success 10

Customer Success SaaS Company Culture Acquisition 10

SaaStr

FEBRUARY 22, 2019

Another thing I wish I had realized before is the fact that company culture is unfortunately not only about values you put on your wall but also about tough decisions. We are looking for talent acquisition people because we don’t have enough people in the H.R. Florian Douetteau: When there is a fire. And that empirically.

Sales Hiring 112

Sales Hiring Scale Sales Recruiting Company Culture 112

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

Scale 10

Scale Customer Success Scaling Sales Hiring 10

ProfitWell

MARCH 6, 2020

“When Autodesk set the goal of moving to a subscription-based business, company leadership knew change was necessary because the company as a whole would be engaging with customers differently.". So the question for you is: Do your organization’s strategic objectives require a refresh of your company culture?

Customer Lifetime Value 52

Customer Lifetime Value Social Media User Experience Construction 52

Chargify

APRIL 23, 2019

Our recurring billing services let SaaS companies focus on their business and customer acquisition instead of the nuts and bolts of billing. Spending too much on customer acquisition before product/market fit. Refining customer experience/onboarding. Aggressively acquiring customers.

Scale 74

Scale SaaS Payments Scaling Payment Services 74

SaaStr

JANUARY 25, 2023

This structure drove the company to a $2.5 billion-dollar acquisition by Bill within five years. In this episode, Snow shares the journey to realizing the strength of revenue alignment through sales, marketing, and customer success and the principles for implementing this structure to yield tremendous results.

Customer Success 234

Customer Success Revenue Marketing Sales 234

SaaStr

FEBRUARY 22, 2019

Nick Mehta is the CEO @ Gainsight, the #1 customer success platform for corporate services, turning your customers into your best growth engine. In Today’s Episode We Discuss: * How Nick made his way into the world of SaaS and came to lead the charge in the category creation of customer success as CEO with Gainsight?

Sales Hiring 117

Sales Hiring Customer Success Scale Sales Recruiting 117

CustomerSuccessBox

JULY 19, 2022

From the moment a lead becomes a customer, it is critical to provide value and ensure that a good product experience is achieved. The most successful businesses create repeatable processes that lead consumers to become advocates. This is referred to as a customer success framework. What is a Customer Success Framework?

Customer Success 52

Customer Success SaaS Payments Payment Services Outsourced Development 52

SmartKarrot

MAY 17, 2022

You may have already come up with an excellent business plan, implementation timeline, and also profitable marketing strategy; however, you may not have emphasized the importance of customer success at this stage. Planning for customer success from the initial stage is immensely helpful in aligning it with your core operations.

Startup 10

Startup SaaS Payments Payment Services Sales Hiring 10

SmartKarrot

DECEMBER 16, 2021

By prioritizing experience, you save money in the long-term, making each existing customer more profitable and thereby reducing efforts needed for new customer acquisition. A seminal report by Harvard Business Review found that positive customer experiences can slash your cost-to-serve by a third4.

Technical Review 11

Technical Review Technology Cost optimization & reporting Customer Lifetime Value 11

Totango

JULY 1, 2022

Different considerations drive loyalty attitudes: where B2C SaaS users may measure satisfaction by price or subjective experience, B2B customers use key performance indicators to quantify value and satisfaction. These considerations mean that B2B SaaS brands must develop industry-appropriate strategies to manage customer loyalty effectively.

B2B 108

B2B B2C Underperforming Technical Team Business 108

SaaStr

MAY 31, 2019

In thinking about customer acquisition and how do you develop top of the funnel demand. Parker Conrad: Probably, just really more of a good friend. This guy named Dave Peterson who was in my original YC batch. And Dave is one of these just like, really sort of incredible hustlers. Harry Stebbings: Absolutely, love that.

VP of Engineering 130

VP of Engineering Sales Hiring Scale Systems Review 130

Tom Tunguz

AUGUST 7, 2017

At some point in the life of most SaaS companies, the business will be faced with the question, when should we move up market? The strategic question might be catalyzed by increasing cost of customer acquisition in the core SMB segment. Alternatively, a surge of large customers paying for the product might trigger the question.

SMB 160

SMB Sales Funnel Company Culture Enterprise 160

SaaStr

DECEMBER 10, 2019

WePay CEO Bill Clerico and COO Tina Hsiao discuss how the company went from launch to acquisition. WePay is a payments company for platform businesses like marketplaces, crowdfunding sites & small business software. The day that acquisition closed, we became a 250,000 person company. Tina Hsiao : Awesome.

Payment Services 136

Payment Services Merchant Services Payment Solutions Payments 136

SaaStr

JUNE 2, 2023

Whether in customer acquisition, the revenue growth spectrum, or elsewhere, know that you’ll need to find the bottleneck and apply enough pressure and attention to alleviate it and move it elsewhere.

Sales Recruiting 228

Sales Recruiting Sales Hiring Scale Branding 228

SaaStr

JUNE 4, 2021

So I would say it’s a struggle of every day to make sure that we go back to the customer and start from there. JB: And how did this kind of style of management or company culture started? Because you have new people coming in, they have their own culture, obviously. How do you select those companies?

Scale 277

Scale Underperforming Technical Team Sales Hiring Engineering 277

SaaStr

SEPTEMBER 23, 2020

So, the decomposition to the systems of the company is what I mean, and you can play that out across customer success and support, across product management. What we should all be focused on is skills acquisition so that we know how to do this repeatably, not just trying to get good companies on a resume.

Scale 194

Scale Leadership Underperforming Technical Team Scaling 194

SaaSOptics

MAY 6, 2022

After the financial core is the next layer: everything customer-facing, including your customer relationship manager (CRM), pricing and quoting software, and tools to empower your Customer Success team. People/HR Core. Background checking software. Expense reimbursement . Protective Infrastructure.

SaaS 76

SaaS Scale Underperforming Technical Team Forecasting 76

SaaStr

APRIL 18, 2019

Great quote, where he said no matter where we’re selling no matter which customer we’re selling to, we never sold the features of CRM. And frankly Salesforce probably never had the best features but he created this amazing story about the company, the one one one model, the customer success.

Sales Recruiting 171

Sales Recruiting VP of Engineering Scale SaaS Payments 171

OpenView Labs

MAY 21, 2019

It’s an attractive model for all kinds of businesses because being able to drive growth through product usage is really critical if you want to lower your customer acquisition costs and increase customer lifetime value. It’s inevitable that it will eventually spread across all categories.

Customer Lifetime Value 61

Customer Lifetime Value Onboarding Company Culture Finance 61

SaaStr

JANUARY 7, 2020

A lot of companies have figured this out. WhatsApp had under 60 people at the time of acquisition. It was the highest market cap per person company in history. And you’re probably thinking, well, those are B2C companies. Or maybe they’re in customer success and they can move to product.

Sales Recruiting 145

Sales Recruiting Sales Hiring Management Marketing 145

OpenView Labs

MAY 21, 2019

It’s an attractive model for all kinds of businesses because being able to drive growth through product usage is really critical if you want to lower your customer acquisition costs and increase customer lifetime value. It’s inevitable that it will eventually spread across all categories.

Customer Lifetime Value 57

Customer Lifetime Value Onboarding Company Culture Finance 57

OpenView Labs

MAY 21, 2019

It’s an attractive model for all kinds of businesses because being able to drive growth through product usage is really critical if you want to lower your customer acquisition costs and increase customer lifetime value. It’s inevitable that it will eventually spread across all categories.

Customer Lifetime Value 40

Customer Lifetime Value Onboarding Company Culture Finance 40

SaaStr

MARCH 20, 2019

I always think of good acquisitions like relationships with both parties really weighing up the pros and cons and deciding to unite. When you kind of thinking of the acquisition and the merging of two great companies and cultures because I know that you kind of created a new value set for the new kind of pro forma company to adopt.

Underperforming Technical Team 129

Underperforming Technical Team Development Software New CTO 129

Sales Hacker

JULY 17, 2018

In addition to significant resource reallocation, ABS also entails a paradigm shift in your company culture. Obviously, that means any mismatch will negatively disrupt both people and profit at your company. Customer success managers. Collate list of seed B2B marketing, sales, and customer success collateral.

Scale 54

Scale Sales B2C Outsourced Development 54

Sixteen Ventures

DECEMBER 31, 2019

Customer Success is transformative. Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Here’s to your success in 2020! . .

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136

SaaStr

OCTOBER 24, 2019

We hadn’t talked about this but in terms of the rules that you can break, I don’t think anyone expected Benioff to break his cloud-based software rule and yet he goes and buys Tableau, and that made their biggest ever acquisition.

Payments 103

Payments Payment Features SaaS Payments Underperforming Technical Team 103

SaaStr

OCTOBER 25, 2019

How does Liat think Airtable is pushing up against the traditional customer success model? 277: When is the right time to go upmarket and how do you serve small, medium and large customers in the same company. We have a customer engagement organization that encompasses all of our customer facing teams.

Sales Hiring 112

Sales Hiring Sales Recruiting Scale Underperforming Technical Team 112

SaaStr

OCTOBER 4, 2019

Ep 271: Gillian Heltai oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. So even seven pounds is actually fairly sensible for us, and we can get our acquisition economics and everything to work around that. When do they start to arise?

Scale 119

Scale SaaS Payments SMB Sales Hiring 119