ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

Valuize Consulting

NOVEMBER 11, 2024

These models share one crucial trait—they favor customers by placing control, and significantly less risk, in their hands. This shift provides a genuine measure of how customer-centric a company truly is. The Rising Necessity of Customer-Friendly Pricing So, why would companies take this leap?

Customer Success 52

Customer Success Pricing Investment Revenue 52

Intercom, Inc.

JANUARY 27, 2021

Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success.

Customer Success 166

Customer Success Machine Learning Artificial Intelligence Branding 166

Valuize Consulting

NOVEMBER 25, 2024

In today’s competitive SaaS landscape, Customer Success has emerged as a vital strategic asset, driving revenue growth and long-term profitability. However, to fully unlock its potential, companies must go beyond qualitative insights and bring data into the decision-making process within Customer Success ranks and investments.

Payment Services 52

Payment Services SaaS Payments Customer Success Payments 52

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 112

Customer Success Data Strategy Outsourced Development 112

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

Totango

NOVEMBER 16, 2023

This functionality eliminates inconsistencies or missed touchpoints that could result in a negative customer experience. Contact us today to learn how you can embrace the seamless blend of email communication and scheduling tools in Totango for a transformative approach to customer success. Not a problem.

Customer Success 114

Customer Success Operational efficiency. Communication Churn 114

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 111

Customer Success Scale Systems Review Software Review 111

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Success 104

Customer Success Construction Customer Lifetime Value Leadership 104

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 118

Customer Success Software Review Technical Review Enterprise 118

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Are you ready to unlock a new level of impact for your customer success team?

Customer Success 101

Customer Success Compensation Management Consulting 101

User Pilot

MAY 8, 2024

Wondering how to build a customer success dashboard for your team? From the article, you will learn what a customer success dashboard is, why you need it, and what metrics it should include. And how to build a dashboard for your customer success team using Userpilot analytics !

Customer Success 105

Customer Success Customer Lifetime Value Retention Onboarding 105

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 104

Scale Customer Success Scaling SaaS 104

SaaStr

JULY 29, 2021

Q: What are the top 20 pieces of advice for building a successful SaaS startup? Ok my top list, with a SaaStr article on the topic: Take your time to find a great co-founde r. You need more folks in customer success. Most SaaS companies invest early in sales, but wait on customer success. A bit more here.

Sales Hiring 313

Sales Hiring Sales Recruiting Interviewing Engineering 313

Intercom, Inc.

JULY 17, 2019

It should be part of a larger customer success game plan to help your users achieve their goals through expert use of your tool. Show your customers you care about their success by providing a well-managed knowledge base – one that solves problems, saves them time, and ultimately reduces the risk of churn.

Management 245

Management Scale Churn Education 245

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. Need help getting started?

Payment Services 106

Payment Services Merchant Services Customer Success Business 106

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. In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. But what strategies work?

Customer Success 99

Customer Success Retention Software Review Customer Lifetime Value 99

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 ? These are the main questions we discuss in this article. Want to see how Userpilot can help you execute your customer success model?

Customer Success 103

Customer Success Sales Hiring Scale SaaS 103

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Trends 98

Trends Customer Success Machine Learning Artificial Intelligence 98

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 100

Customer Success Generative AI Scale AI 100

Totango

MAY 15, 2024

This shift highlights the overwhelming pressure on companies and C-suite leaders to achieve revenue growth more efficiently and the need for CS teams to rethink their success motion and KPIs to take on this responsibility.

Customer Success 110

Customer Success Underperforming Technical Team AI Technical Review 110

SaaStr

SEPTEMBER 8, 2020

Julien Lemoine, Algolia’s other co-founder, wrote a data-rich blog article comparing Algolia with its top competitor at the time. The article which was well-researched with supporting data brought in consistent leads for a very long time. His consistent efforts paid off when Algolia became a known brand among developers.

Scale 311

Scale Sales Hiring Technical Advisors Scaling 311

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Customer Success 94

Customer Success Retention Revenue Sales 94

User Pilot

NOVEMBER 14, 2024

What if you could boost revenue without having to invest a small fortune in new customer acquisition? While it may sound too good to be true, the reality is that you can achieve this by implementing an effective customer expansion strategy. A personalized in-app prompt to upgrade created in Userpilot.

Strategy 105

Strategy Payment Solutions Payments Customer Lifetime Value 105

Intercom, Inc.

SEPTEMBER 28, 2021

Customer behavior is more important than company size. At Intercom, we obsess about our customers’ success. We solve customer problems by deeply understanding the jobs that they use our product to tackle, often applying the jobs to be done framework. This approach was crucial to designing our Articles product.

Scale 249

Scale Management Sales Hiring Healthcare 249

User Pilot

OCTOBER 31, 2024

In this article, we’ll talk about: What product analytics is and why you need a solid strategy. Then, the product team would relay insights to the marketing and customer success teams to ensure alignment across departments. So, how do you get started with product analytics ?

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

SaaStr

JUNE 7, 2024

GTM heavily involves talking to customers, prospects, frustrated customers and the overall market. R&D’s main form of communication with customers is shipping products and internal roadmaps. A final way to rally the organization is to celebrate your wins, whether it’s a delighted user or a news article publication.

Scale 291

Scale Innovation Revenue Leadership 291

User Pilot

OCTOBER 19, 2024

According to the American Customer Satisfaction Index , with an ACSI score of 78.0, overall customer satisfaction in America was the highest it has ever been in Q1 2024. However, while some companies have managed to improve their customer satisfaction levels and benefit from it, many have not. What is customer satisfaction?

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Sales Hacker

NOVEMBER 8, 2024

Personalized Event Recommendations : Demonstrate a deeper understanding of customer needs by recommending relevant events that align with their growth goals. Proactive Network Introductions : Use your network to make valuable connections, reinforcing your commitment to your customers’ success beyond the product itself.

Scale 108

Scale Sales Recruiting Sales Hiring AI Search 108

User Pilot

JANUARY 11, 2024

By following the steps outlined in this article, you can enhance user satisfaction and foster customer loyalty. If your FinTech app isn’t getting anywhere close to these numbers, then you’ve got some work to do. Conclusion Making your FinTech onboarding processes efficient and seamless is well worth the effort.

Onboarding 105

Onboarding Payment Services Customer Success Payment Solutions 105

Payrix

MAY 29, 2025

As a software company committed to your customers, you want to do everything you can to set them up for success. For many of your customers, success begins and ends with a seamless checkout experience, and one of the biggest sources of friction is false declines. How we can help your customers mitigate false declines ?

Payments 100

Payments Embedded Payments Payment Solutions Merchant Services 100

Totango

OCTOBER 14, 2024

“Your job as a CSM is to help your customers leverage your tool to the maximum capabilities to create ROI for them, to get them promoted,” said Edward. The post The one thing SaaS go-to-market teams keep getting wrong (and how to fix it) appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Scale 71

Scale Marketing Finance Outsourced Development 71

Stax

JUNE 3, 2025

In this article, we’ll break down what a SaaS platform is, highlight real-world examples, and explore key strategies to succeed in the fast-moving software-as-a-service industry. SaaS companies that invest in onboarding, customer education, and proactive support tend to see higher engagement and lower churn.

Payment Services 88

Payment Services DevOps as a Service SaaS Payments Payments 88

Valuize Consulting

DECEMBER 17, 2024

Defining the right Customer Success Manager (CSM)-to-account ratio is a nuanced challenge. This applies to any customer success focused role assigned a portfolio of accounts. Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

Intercom, Inc.

SEPTEMBER 30, 2020

With a mission to bring value to voice, Ian’s team of customer care specialists focus on building strong, lasting relationships with their customers, going far beyond just offering a plug-in phone system. Aircall customers can receive support over the phone, through the Intercom Messenger , or by submitting a ticket for their query.

Customer Support 212

Customer Support Onboarding Cloud Customer Success 212

Intercom, Inc.

JULY 27, 2022

Explore other articles in the series. The fact that we’re able to integrate Intercom with other tools like Salesforce enables us to send tailored messages based on where customers are in their journey, if a specific event has been triggered, or if they’ve taken a particular action.” . Explore other articles in the series.

Enterprise 206

Enterprise Headcount Engineering Cloud 206

SaaStr

MAY 31, 2024

. #1: How Sales and Marketing Have Shifted Since 2020 Expectations and the types of people working in SaaS have shifted over the past few years, and much more in sales, marketing, and customer success. Jason has a Google Doc full of 200 articles he fully updates, not just reposting. Who’s going to care about customer happiness?

Sales Hiring 302

Sales Hiring Sales Recruiting Marketing Scale 302