ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. To create an actionable scorecard, you need to collect the most relevant metrics.

Underperforming Technical Team 94

Underperforming Technical Team Payment Services Payment Methods Scale 94

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. We landed on a theme that made sense: a neighborhood.

Development Team Review 98

Development Team Review Technical Review SaaS Scale 98

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

SmartKarrot

AUGUST 24, 2022

Role: Director of Customer Success Location: Westborough, MA, US (Hybrid) Organization: Connectbase As a Director of Customer Success, you will ensure customers derive maximum value from the Connectbase platform and utilize it to its fullest capability. Manage the post-sale relationship of Catchlight B2B accounts.

Customer Success 19

Customer Success Technical Advisors Underperforming Technical Team Sales Hiring 19

Valuize Consulting

JUNE 10, 2020

C ustomer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? The state of customer success processes. In some cases, the reaction was to the compelling market hype around customer success.

Customer Success 40

Customer Success Engineering Scale Technical Review 40

Sales Hacker

OCTOBER 22, 2017

Modern sales teams need competent professionals with a variety of talents, skills and abilities. But in a hyper changing landscap e, which are the most crucial sales skills and traits that reps must possess (or develop) in order to exceed targets and deliver consistent sales success? Affinity with Technology. Collaboration.

Underperforming Technical Team 102

Underperforming Technical Team Outsourced Development Development Social Media 102

Sales Hacker

FEBRUARY 1, 2021

Guided selling with Revenue Grid allows you to guide reps step-by-step through every deal, reducing guesswork and increasing consistency so your teams have the best odds with every opportunity in the pipeline. See how you can put your sales teams in the best position to win now at revenuegrid.com/saleshacker. Sam Jacobs : Fair enough.

Underperforming Technical Team 68

Underperforming Technical Team Scale Sales Hiring Systems Review 68

SaaSOptics

MAY 19, 2022

More customers = more revenue. For subscription-based SaaS businesses, your customer acquisition metrics indicate how effectively you acquire new users via sales, marketing, or a product-led approach like a free trial. Metrics: What’s your target win rate for sales opportunities? . Plain and simple.

Acquisition 59

Acquisition Scale Strategy Software Review 59

Sales Hacker

JULY 21, 2021

But that doesn’t mean they’re all bad. For Sue Singh , Customer Success and Project Manager at NextBee, strategy makes her want to say: “Nah, I just spent the last few hours wasting my time or twiddling my thumbs.”. A strategy is how a team plans to reach their overarching goals and all of the steps to get there.

Sales Hiring 125

Sales Hiring Underperforming Technical Team Sales Sales Enablement 125

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

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. It is an example worth following in the B2B recurring revenue sector.

Retention 118

Retention Underperforming Technical Team Churn Customer Lifetime Value 118

CustomerSuccessBox

MAY 25, 2022

Customer retention is an essential component of any successful B2B SaaS firm. The initial few interactions a customer has with your firm are crucial to their overall satisfaction with your product. Any ambiguity surrounding customer onboarding will lead to the potential risk of churn. As simple as that.

Onboarding 52

Onboarding Underperforming Technical Team SaaS Social Media 52

Chart Mogul

NOVEMBER 24, 2022

Naturally, this puts extra pressure on customer success. After all, it’s the customer success teams that drive growth through retention and churn mitigation. Naturally, this puts extra pressure on customer success. We hosted a panel of customer success experts this month.

Churn 52

Churn Retention Underperforming Technical Team Scale 52

SmartKarrot

APRIL 20, 2023

Considering the heavy competition and the evolving business environments, it has become more important than ever to put customer success on the pinnacle. However, as businesses keep on the growth streak, scaling customer success efforts can prove to be daunting.

Scale 19

Scale Customer Success Scaling Underperforming Technical Team 19

SmartKarrot

NOVEMBER 24, 2021

Every leader should develop a personal framework to organize how they approach their work. Customer Success leaders benefit from a personal framework since time is in short supply and we constantly need to prioritize our efforts. What are my P’s & T’s of Customer Success? Priorities, Program, Tools and Team.

Customer Success 19

Customer Success Sales Recruiting Scale Underperforming Technical Team 19

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Technical Advisors 52

Technical Advisors Technical Review Customer Success Software Review 52

OpenView Labs

JANUARY 19, 2022

Because it assumes that prospective customers will only encounter the product with a sales or customer success representative alongside them. Based on interviews with B2B SaaS experts who have built and scaled product-led businesses, we designed a new user journey. As with anything, frameworks aren’t universal.

Scale 72

Scale Underperforming Technical Team Sales Hiring Marketing 72

SaaStr

JANUARY 28, 2020

Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Obviously, marketing and investments are expensive and we know the cost to keep a customer is obviously a lot less. Aaron : No. Aaron : He wanted it.

Sales Hiring 204

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 204

Sales Hacker

MAY 27, 2019

Wondering how other sales teams are working their magic? Sure, their processes and talent have something to do with their success, but so does their sales stack. Unveiling the sales stacks of 7 top sales teams. Sales tech sometimes gets a bad rap. So what’s going on behind the curtain? An overview of our findings.

Technical Review 141

Technical Review Scale AI Search Sales 141

ChurnZero

FEBRUARY 14, 2020

Now, read on to discover how to spread love among your customers and receive it in return. If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. Reclaim the lost art of putting pen to paper to let your customers know it’s real.

Underperforming Technical Team 64

Underperforming Technical Team Software Review Technical Review Systems Review 64

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. Sinking of the Titanic.

SaaS 71

SaaS Underperforming Technical Team Customer Success Business Model 71

SmartKarrot

SEPTEMBER 23, 2022

A customer success health score is built using a vast array of variables. Since tracking every customer is not feasible, hiring a customer health score expert is the next best option. A high score is equal to making the customer delighted. The objective is to develop a strong customer base.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

SmartKarrot

SEPTEMBER 23, 2022

A customer success health score is built using a vast array of variables. Since tracking every customer is not feasible, hiring a customer health score expert is the next best option. A high score is equal to making the customer delighted. The objective is to develop a strong customer base.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

OPEXEngine

APRIL 5, 2022

Poor-fit customers can weaken the product over time. Freemium opens the aperture of the types of customers you will attract. While that sounds great— ”More customers? This can prevent a clear understanding of what your ideal customers really want from your product, how they use it, and how they derive value from it.

Development Team Review 52

Development Team Review Software Review Systems Review Underperforming Technical Team 52

SaaStr

APRIL 16, 2020

In Today’s Episode We Discuss: * How Carolyn made her way across the pond from Head of US Communications at Orange to GM of Method in SF to then playing a key role in the marketing team at PagerDuty? * How are PagerDuty shifting their strategy? * What does Carolyn believe is the right tone to approach customers within this time?

Scale 179

Scale Underperforming Technical Team Leadership Branding 179

ChurnZero

APRIL 15, 2022

Bad timing sticks out a mile.”. Like a magician flexing their psychic power, pinpointing the most ideal time to present your customer with an expansion opportunity can’t be left to intuition. But knowing when customers are primed for expansion isn’t always obvious. How did Chelsea and her team achieve these phenomenal results?

Payments 98

Payments SaaS Payments Payment Methods Payment Services 98

User Pilot

FEBRUARY 3, 2023

Then, collect direct customer feedback with in-app surveys. You can use CES , CSAT , and NPS surveys across the entire customer journey. Gather insights about your customers from internal teams. Every department likely has unique insights into customers based on their interactions with them.

Software Review 98

Software Review Social Media Underperforming Technical Team Interviewing 98

User Pilot

MARCH 15, 2022

Focusing on the proper metrics at this stage is crucial to how successful or bad your GTM plan will be. It covers everything from who your potential customer or target market is, where they are, the best marketing efforts and sales strategy to reach them, your positioning tactics, pricing strategy, and more. GTM strategy.

Strategy 92

Strategy Marketing SaaS Customer Lifetime Value 92

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

Chart Mogul

SEPTEMBER 25, 2017

But when given focus it deserves, it can be a highly-scalable customer success machine capable of stopping churn in its tracks. Building a world-class sales team. But B2B software is big, and can cover a variety of use-cases. One how-to guide can be served to millions of customers at almost no incremental cost.

Underperforming Technical Team 68

Underperforming Technical Team Scale SaaS Technical Review 68

SaaStr

DECEMBER 31, 2019

She founded Box’s growth team as well as the product operations team. And before box she ran product and engineering teams building large scale financial platforms for Accenture clients. Ciara : Craig’s designed and led teams at enterprise and consumer companies including Salesforce, eBay, and Google.

Enterprise 131

Enterprise Underperforming Technical Team Scale B2B 131

SaaStr

DECEMBER 23, 2020

How important a role does the press play in customer’s responses? How does Tamar structure the customer development process? Where do many people go wrong with customer discovery? What channels can teams put in place to have this real-time dialogue with their customers? What questions does she ask?

VP of Engineering 232

VP of Engineering Software Review Technical Review Underperforming Technical Team 232

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? Here’s what Eyal and Megan talk about: How to develop software faster. But I think what it boils down to is also how newer technology is being developed and the ability for it to inter-operate with other platforms. What should they look for in those reps?

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

Sales Hacker

NOVEMBER 17, 2020

Transitioning from the opera to B2B technology [8:40]. He’s a 15-year B2B technology veteran responsible for executing the company’s vision. I struggled with being able to align our sales and marketing teams across New York, LA, London, Delhi all of these different places. Subscribe to the Sales Hacker Podcast.

Scale 102

Scale Sales Hiring Underperforming Technical Team Travel 102

SmartKarrot

DECEMBER 24, 2021

In a few years, we have seen lots of B2B SaaS businesses flourish. Running a B2B SaaS business requires a shift in metrics that founders rely upon. Most people run their SaaS business just like any other B2B business. After developing a hypothesis, you can test it by launching a Minimum Value Product (MVP).

Underperforming Technical Team 10

Underperforming Technical Team Technical Review SaaS Systems Review 10