SaaStr

JANUARY 24, 2024

How should you handle presenting challenges to your C-suite team when you’ve just joined the company? Lattice had a product-led growth flow on the website while the sales team was still trying to sell the PLG companies The good news is Lattice had a lot of activity and initiatives at play. Can you start and stop a PLG motion?

Scale 233

Scale Sales Hiring Scaling Revenue 233

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles.

Sales Hiring 92

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 92

SaaStr

NOVEMBER 25, 2020

Do you have two sales teams? Who gets what part of the long-term development budget? And most importantly, multiple products can be very distracting at the management team level. The last thing you want the team doing is chasing a shiny penny, when what really matters is hitting the plan for the quarter.

Underperforming Technical Team 354

Underperforming Technical Team Cloud Revenue Acquisition 354

SaaStr

MAY 10, 2022

Recovery from COVID has taught us that adapting and learning how to thrive in new ways in the face of change, whether good or bad, can lead to exponential growth. . Develop a well-defined vision. If you have a comprehensive, compelling vision, it will be easy for your teams to trust it and rally behind you.

Travel 209

Travel Revenue Underperforming Technical Team Scale 209

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

Totango

JANUARY 26, 2021

A customer churn analysis is an investigation that uses big data analytics methods to go beyond churn rate and identify underlying factors promoting customer churn. When you know why customers are leaving you, you can develop appropriate preventive measures. Poor Customer Fit. Change in Customer Goals.

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Sales Hiring Underperforming Technical Team 67

Frontegg

MARCH 17, 2022

Sales-Led Growth is all about marketing and sales teams. The CMO or VP Marketing sets the tone with the messaging, campaigns are run on various channels to generate leads, content is leveraged to generate inbound traffic, and the sales teams eventually contact the prospects to close deals. Customer Acquisition Cost (CAC).

Scale 105

Scale Technical Review Underperforming Technical Team Sales 105

InsightSquared

MARCH 8, 2021

Nehcole Felix – Customer Success Manager. I’ve helped many companies to build processes and drive value through various Account Management and Customer Success roles. Focus on the things that you can control and work to win, understanding as you engage with your team, or anyone really.

Technical Review 62

Technical Review Development Team Review Underperforming Technical Team Systems Review 62

Kellblog

JULY 8, 2020

” Mark’s been a startup CEO twice, selling two companies in strategic acquisitions, and he’s run worldwide sales and channels a few times. Mark’s a seasoned startup executive, he’s go-to-market oriented, and he has some large-company chops that he developed earlier in his career.

Sales Hiring 139

Sales Hiring Startup Software Review Enterprise 139

User Pilot

JUNE 26, 2023

Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. Customer acquisition metrics, such as the customer acquisition cost, help you evaluate your marketing efforts and make informed decisions. Provide actionable insights.

Metrics 71

Metrics Customer Lifetime Value SaaS Acquisition 71

Sales Hacker

MARCH 15, 2022

Join us for an entrepreneurial conversation about how to modernize your talent acquisition approach for both high growth and long-term growth. 4 ways to modernize talent acquisition. 4 ways to modernize talent acquisition [22:26]. Sales development school, marketing school, and more for your entire team.

Sales Hiring 93

Sales Hiring Underperforming Technical Team Acquisition Development 93

SmartKarrot

JUNE 30, 2022

Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. Organizations are guilty of putting it on the back burner even though it is one of the most crucial factors in success. Maintaining your employees and your customers is the first thing customer success does.

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

CustomerSuccessBox

APRIL 19, 2022

Companies use customer journey analytics because it is one of the most effective ways to. Increase customer lifetime value, Improve customer loyalty, and Drive revenue growth. Customer journey analytics gives teams a real-time comprehensive sight into customer behavior providing valuable insight into the journey.

Scale 52

Scale Metrics Underperforming Technical Team Customer Lifetime Value 52

Sales Hacker

SEPTEMBER 4, 2018

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. What happens when you lose more customers than you gain? It may happen sooner or later, but failure is the only prospect a business faces when customer loyalty plunges. Guide overview: What is Customer Success?

Customer Success 56

Customer Success Scale Technical Review Systems Review 56

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

Sixteen Ventures

NOVEMBER 8, 2018

Look, your existing customer base IS incredibly valuable… assuming you leverage that asset the right way. Most companies handle Account Expansion poorly and therefore experience very poor results. If you only have one team doing both new business and expansion sales, at best it divides their focus, resulting in slower growth.

Underperforming Technical Team 58

Underperforming Technical Team Leadership Compensation Customer Success 58

Sales Hacker

SEPTEMBER 18, 2020

This involves driving more new logo and renewal revenue, lowering customer acquisition cost, and increasing forecasting predictability. All while delighting customers along the way. Continuity : The process of delighting customers over and over again. So why not invest in their personal development? Simple right?

Technical Review 121

Technical Review Development Team Review Systems Review Engineering 121

Totango

OCTOBER 2, 2020

Therefore, it is important to proactively deliver value with customer success best practices that work in both good and bad economic times, such as: Clear, Empathetic Communication. Establishing Customer Status and Goals. Of course, that customer data is useless unless it can be turned into action.

Retention 118

Retention Underperforming Technical Team Churn Customer Lifetime Value 118

Sales Hacker

OCTOBER 15, 2018

Through its acquisition by Symantec, he was Vice President at Veritas Software and Symantec Corporation. If you missed episode 28, check it out here: PODCAST 28: How High Growth SaaS Companies Build and Lead Sales Teams w/ Chris Degnan. What young founders should know about customer success. What You’ll Learn.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

SaaStr

SEPTEMBER 12, 2019

At GitHub, I was in the last 18 months coming into acquisition, which is a nightmare, but I was one of 5 people running the company. billion acquisition more so than GitHub. Its product drives the acquisition, retention and expansion. I have a team of people who work on numbers. They have a customer success team.

Investment 100

Investment Underperforming Technical Team Sales Hiring Software Review 100

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Update Customer Knowledge Bases.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

User Pilot

NOVEMBER 21, 2023

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. Develop a product that meets customer needs and expectations. Why is a product launch checklist important?

Underperforming Technical Team 83

Underperforming Technical Team Sales Recruiting Social Media Market Research 83

Intercom, Inc.

JULY 28, 2022

Those line charts showing fast-rising user acquisition or explosive ARR have been synonymous with the industry over the past decade. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Valuize Consulting

APRIL 8, 2022

As a revenue leader, are you empowering and incentivizing all of your customer-facing teams to drive maximum NDR in your organization? Driving Net Dollar Retention (NDR) cannot be the sole responsibility of your Sales, Customer Success or Renewals department alone. Evolve Your SaaS Revenue Model For Maximum NDR.

Innovation 52

Innovation Underperforming Technical Team Outsourced Development Compensation 52

Baremetrics

JULY 31, 2018

Also consider the following: Companies that prioritize customer experience generate 60 percent higher profits. 86 percent of buyers will pay more for a product or service if they get a better customer experience. But customer success cannot be maximized without creating a dialogue where feedback is captured and acted upon.

Underperforming Technical Team 95

Underperforming Technical Team Business Technical Review Onboarding 95

User Pilot

FEBRUARY 10, 2022

However, it’s often easily overlooked and confused with customer acquisition. During customer acquisition, a user decides to try out your product for the first time. But they decide to purchase it only after they achieve customer success with your product that they decide to invest in it and, consequently, adopt it.

Customer Lifetime Value 93

Customer Lifetime Value SaaS Underperforming Technical Team Software Review 93

Intercom, Inc.

JUNE 23, 2020

The businesses who are thriving right now, despite increasing support volume and a mandate to cut costs, are the ones investing in this new way of doing customer support. Customer support is undergoing massive, irreversible change. Once every decade or two, developments in technology trigger monumental changes in an industry.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

CustomerSuccessBox

APRIL 7, 2022

Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv! Every customer success team during the onboarding, buzz around the term “Early value”, the question is how does it all start and even delivered?

Onboarding 52

Onboarding SaaS Payments Payment Methods Scale 52

OPEXEngine

APRIL 5, 2022

In his words, “Product led growth is an end user-focused growth model that relies on the product itself as the primary driver of customer acquisition, conversion, and expansion.”. Poor-fit customers can weaken the product over time. Freemium opens the aperture of the types of customers you will attract.

Development Team Review 52

Development Team Review Software Review Systems Review Underperforming Technical Team 52

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. If you do not currently use health scores, you can use this resource as a framework to set up scoring for your team.

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

Totango

AUGUST 27, 2019

The easiest way to calculate CLV is to multiply the annual profit gained from a customer by the average length of time of customer retention. Knowing each customer’s customer lifetime value helps you know how much you should be spending on customer acquisition. Loyal customers ensure stable revenue to come.

Customer Lifetime Value 61

Customer Lifetime Value Underperforming Technical Team Acquisition Education 61

CustomerSuccessBox

MAY 19, 2022

Why is asking for a customer referral important? As a Customer Success Manager (CSM) you’re proud of the product that the firm has rolled out. Well that’s excellent, but take a step back and assess: How many companies genuinely feel that way after trying out your product and testing it within their teams?

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Acquisition Churn 52

OpenView Labs

JANUARY 19, 2022

Product-led growth (PLG) is an end-user-focused growth model that relies on the product as the primary driver of customer acquisition, conversion, and expansion. Because it assumes that prospective customers will only encounter the product with a sales or customer success representative alongside them.

Scale 72

Scale Underperforming Technical Team Sales Hiring Marketing 72

User Pilot

AUGUST 31, 2023

By default, it helps you track user retention of segments having the same acquisition date and return criteria being any event – meaning any repeating interaction with your website or app will be counted. The tool is still under development, so there are a number of known issues that can cause problems for users. Heap pricing.

Software Review 83

Software Review Technical Review Underperforming Technical Team Retention 83

ProfitWell

NOVEMBER 12, 2019

Building a strong pricing strategy starts with hiring a professional team to conduct a pricing audit. Conducting a pricing audit goes through five factors—acquisition, monetization, retention, pricing strategy, and discounts. Acquisition. Remember, acquired customers can still churn at any point. What is a pricing audit?

Payments 45

Payments Pricing Underperforming Technical Team SaaS Payments 45