SaaStr

FEBRUARY 17, 2023

While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. Still, ensuring that you keep your early customers by providing a positive experience is critical.

Retention 224

Retention Revenue Startup Sales Hiring 224

SaaStr

FEBRUARY 15, 2024

I’ve walked in the shoes of an executive trying to scale category-dominating software companies several times, so I lead with empathy when giving advice. 3 When you think about your product strategy, think about a solution that brings oxygen to your customers.

Scale 252

Scale Software Review Payment Features AI 252

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Technical Review 64

Technical Review Software Review Churn Customer Success 64

SaaStr

APRIL 3, 2024

How about bringing more value to customers in a much shorter time frame? Or supporting customers by enabling GenAI? Most of PagerDuty’s customers are Enterprises, and they’re in varying places on the continuum in their journey of adopting GenAI. As startup and tech leaders, we need empathy for where they’re coming from.

Generative AI 256

Generative AI AI Technical Review Software Review 256

SaaStr

MARCH 22, 2024

AI can help a team understand what’s happening, customer sentiment about a product, the market they’re going after, and present billions of data points through actionable insights. There are stages and processes from early introductions to ultimately closing, and what’s exciting about that is anyone can be good at sales.

Scale 261

Scale Underperforming Technical Team SMB Finance 261

Kellblog

OCTOBER 28, 2023

So I felt some empathy with the author for deciding to write it, if not much agreement with the angle. I also felt empathy for the desire to communicate to your employees. But here’s the part where I have zero empathy. Note that these recommendations will work even if my guesses are entirely off the mark. ” Period.

Communication 96

Communication Interviewing Startup Banking 96

Intercom, Inc.

JANUARY 3, 2020

Chatbots are supposed to be the fix – providing basic help to customers while taking pressure off the team behind the scenes. We need these chatbot interactions to be frequent enough to make a real impact on team capacity but thoughtful enough that they protect our hard-won customer relationships. But there’s some tension at play.

Technical Support 222

Technical Support Engagement Customer Support Branding 222

SaaStr

JANUARY 7, 2022

1 Reverse-Engineer Marketing From Buyer Empathy. Action & Tips: Take the time to conduct custom periodic studies of market research, category formation, gong call recordings, etc. Directly ask your customers about their buying process and considerations. #2 Use a mixture of long and short sales cycle tactics.

Sales Hiring 244

Sales Hiring Underperforming Technical Team Marketing Market Research 244

SaaStr

FEBRUARY 28, 2023

You’ve certainly already observed that in the current economic slowdown, deal cycles get longer, new business gets tougher, and cross-selling and upselling into your existing customer base there increasingly more important deal cycles get longer, more scrutiny from more stakeholders. Customers are going to continue to ask for discounts.

Sales 228

Sales Management Operational efficiency. Forecasting 228

User Pilot

MAY 22, 2023

Searching for a customer experience (CX) strategy to set you apart from the competition? A CX strategy should encompass every interaction and engagement layer between your customers and your SaaS product. You should use it to meet and exceed customer expectations to increase customer satisfaction and retention and boost revenue growth.

Strategy 77

Strategy SaaS AI Search Customer Support 77

SmartKarrot

APRIL 19, 2021

Empathy is powerful- not only in business but even personally. Empathy means understanding another person’s experience from their perspective. Empathy drives actions, decisions, and creates a culture that is prosocial. Empathy is what makes customers stick. There is a lack of empathy that leads to zero connection.

Customer Success 11

Customer Success Interviewing Education Engagement 11

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Sales Hiring 91

Sales Hiring Customer Success Sales Recruiting Technical Review 91

Intercom, Inc.

SEPTEMBER 22, 2022

At some point in their growth, businesses usually start investing in customer research. But the fact is that a large portion of the employees – developers, marketers, product managers (whose work depends on an intimate understanding of the customer) – rarely, if ever, interact with them. Diving into customer research.

Interviewing 138

Interviewing Underperforming Technical Team Sales Recruiting Software Review 138

Unbounce

MAY 19, 2020

Brick and mortar retailers, restaurants, and hotels—just to name a few impacted sectors—are hurting from a stretch of time without customers. There are various opportunities to improve (or damage) your relationship with potential customers through how you talk about COVID-19. Communicating Empathy on Your Landing Pages.

New CTO 145

New CTO Branding CTO Social Media 145

Predictable Revenue

NOVEMBER 28, 2019

We spend so much time trying to get people to care about what we do, and what we sell, but you have to start with what your customers care about and what they are trying to get done. The post How to deliver empathy as a prospector and increase sales with Brian Carroll appeared first on Predictable Revenue.

Sales 179

Sales Revenue 179

SaaStr

JANUARY 19, 2022

However, that space was too difficult to dominate, and customer feedback and behavior signals indicated that the B2B market would be the better path. And finally, speaking directly to customers, Sud learned of the massive need that could be met with Vimeo: “You were starting to see these signals that businesses were looking to use video.

B2C 223

B2C B2B Enterprise Leadership 223

SaaStr

DECEMBER 13, 2023

If the VP of Customer Success says all customers who churned had multiple escalations because they didn’t have enough agents, so they hired more agents, that might be correct. The thing operators get wrong is they have no empathy for the board. 14: Causality. Correlation is often confused with causation. It’s that simple.

Metrics 315

Metrics Sales Hiring Benchmarks SaaS 315

SaaStr

MARCH 25, 2023

Yo have to truly understand the use cases for real, and especially, for the Top 20 customers. But I just don’t see VPs of Sales succeed that at least within 30-45 days of starting aren’t at least masters of the product value proposition, of the top 10-20 customer needs, and how the product truly solves them. Perhaps not.

Scale 248

Scale Sales Hiring Sales Recruiting Sales 248

SaaStr

APRIL 16, 2020

maybe: To learn a new empathy-driven sales process. To learn better how to retain customers under stress. Maybe more about how customers are dealing with change? They know your customers and your markets so well. Just to do a little better that the past 30 days. Maybe get them into a free pilot, instead of a hard sell?

Payment Services 235

Payment Services Forecasting Churn Retention 235

SaaStr

MARCH 10, 2022

Harnessing a Unique Culture by Leading with Empathy and Courage. We just did a deep dive on how DigitalOcean is growing an impressive 37% at $500,000,000 in ARR , and staying very SMB with 600,000+ customers. Specifically, Anu will discuss : Enacting Transformational Change by Building a Movement. Building a Community.

Scale 220

Scale SMB Scaling Startup 220

SaaStr

OCTOBER 15, 2020

Chatbots can help user support teams get ahead of customer inquiries by attending to routine questions. Just keep in mind that computers don’t have “soft skills,” so they can’t exhibit empathy when conflicts arise. Even if the bot can’t answer a question, it will at least be able to route the customer inquiry to the right team. #5

Business 324

Business AI Search Marketplace as a Service compliance 324

User Pilot

JANUARY 16, 2024

Task it with analyzing customer feedback, customer data, and more, to identify trends and patterns. Idea creation : Use ChatGPT to generate new feature ideas , campaigns, blog post topics, product differentiation ideas, and more. You can also use it to craft engaging blog posts, write simplified product documentation, etc.

ChatGPT 90

ChatGPT Management Underperforming Technical Team Technical Review 90

SaaStr

MAY 14, 2020

“Empathy and compassion. “Talking to customers. “Surfacing positivity from customers worked wonders – a sentence or two from sales, support or personal convos shared in Slack is a solid reminder to everyone that what you do still matters” – Karl Kasper, cofounder, Klausapp.

Sales Hiring 256

Sales Hiring Communication SaaS Company Culture 256

SaaStr

APRIL 13, 2022

Spenser Skates is the CEO of Amplitude, one of the leading customer analytics services for enterprises and product makers. But getting customers like Twitter, Instacart, Match, and IBM didn’t happen overnight. Getting the right product-market-fit is great for your customers, but it’s hugely beneficial for building your company.

Construction 211

Construction Benchmarks Product Marketing Enterprise 211

SaaStr

FEBRUARY 16, 2022

Applying the lessons from Meraki, Kiren will share how Samsara broke into the under-served world of physical operations , the importance of customer feedback, a multi-product strategy, and why culture matters. Harnessing a Unique Culture by Leading with Empathy and Courage. 5 Rules to Win When Competition is Everywhere.

Scale 224

Scale Innovation Leadership Acquisition 224

SaaStr

JUNE 27, 2019

Growing a company’s revenues, customer base, team, process, and product doesn’t just happen without major work and strategy. New Relic powers our customer’s digital transformations. The second is adoption of DevOps practices, and the third is a focus on a digital customer experience. The first is a migration to the cloud.

Scale 187

Scale Enterprise Scaling Sales Hiring 187

Totango

SEPTEMBER 14, 2021

Knowing what influences customer satisfaction can help you improve your clients’ experience and increase retention rates. We’ll cover a range of variables, spanning customer service performance to customer loyalty incentives. How Easy Is It for Customers to Contact You?

Retention 89

Retention Technology Company Culture Branding 89

SaaStr

NOVEMBER 26, 2019

The company’s customers include Etsy, K-Swiss, Toyota, Yelp and Facebook among others. Its customer base spans over 14,000 customers in over 100 countries. We had custom CRM apps for the Weight Watchers group, scheduling systems for optical chains, inventory management for car dealers. sales team.

Scale 229

Scale Sales Hiring Underperforming Technical Team Sales 229

User Pilot

DECEMBER 22, 2023

Microcopy helps users complete their tasks, conveys empathy and understanding, and improves the accessibility and inclusivity of the product. This leads to increased customer loyalty and builds trust. Even if there are no bottlenecks in the user journey , customers simply need a nudge to take action.

AI 98

AI Scale User Experience Onboarding 98

Totango

AUGUST 5, 2021

Strategies for communicating with upset customers can help you retain clients and transform escalations into opportunities. In this blog, we’ll look at some common causes of customer communication problems before presenting four effective strategies for managing difficult conversations. Miscommunications.

Communication 118

Communication Technical Review Strategy Technology 118

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Customer Success 103

Customer Success Management Sales Hiring Interviewing 103

Totango

DECEMBER 26, 2021

Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. . As a customer success leader, you are responsible for setting the right tone and creating the right environment for your team to be successful. 5 Ways to Fight Burnout. Build an Open and Supportive Work Environment.

Customer Success 103

Customer Success Underperforming Technical Team Enterprise Communication 103

SaaStr

OCTOBER 12, 2020

If you don’t have something customers actually want, your business won’t get very far. They are the fundamental unit to keep departments in sync but also help with communicating vision and what to expect to customers. They use empathy, charm, and the heart to inspire people to take on new challenges. Leaders are opposite.

Engineering 249

Engineering Part-Time VPE Scale B2C 249

User Pilot

MARCH 17, 2023

Your product needs to serve your customers, and a customer needs and wants analysis helps to ensure you are addressing all customer pain points. These insights can inform your product development and keep a pulse on any changes in your customer’s needs and wants. What are customer needs and wants?

Trends 94

Trends Pricing Onboarding Development 94

SaaStr

FEBRUARY 10, 2023

As Chief Product Officer at DigitalOcean and a developer-turned-entrepreneur, Gabe Monroy shares how founders can avoid the trap of over-engineering products that customers won’t pay for and how to de-risk product development through a simple analogy of candy, vitamins, and painkillers. Walk customers through them.

Sales Hiring 130

Sales Hiring Development AWS Engineering 130

User Pilot

APRIL 29, 2022

Fancy hiring a customer onboarding specialist or simply want to know who they are and what they do? In this article, you will get everything you need to know about customer onboarding specialists. drive product adoption, as well as create and maintain the customer onboarding process. Who is a customer onboarding specialist?

Onboarding 87

Onboarding Underperforming Technical Team Interviewing Benchmarks 87

Buffer Resources

FEBRUARY 9, 2024

How can we keep creating a unique customer support experience even as we get an increasing number of messages from customers?   Delivering exceptional customer support has always been at the core of Buffer’s mission. This is a question that is always on my mind.    What is a hospitality approach?  

Customer Support 86

Customer Support Software Review Software Social Media 86