User Pilot

JANUARY 16, 2024

Task it with analyzing customer feedback, customer data, and more, to identify trends and patterns. Have ChatGPT brainstorm ideas to improve your onboarding process. Idea creation : Use ChatGPT to generate new feature ideas , campaigns, blog post topics, product differentiation ideas, and more. Enter ChatGPT!

ChatGPT 105

ChatGPT Management Underperforming Technical Team Technical Review 105

SaaStr

OCTOBER 10, 2022

A gap opens up when: – Sales abandons the customer the moment deal is closed – Support too reactive & slow to solve real issues – Deployment harder than should be. What I mean is, with most SaaS companies, there’s just a huge customer workflow break. A chat bot isn’t going to solve my onboarding challenges.

Customer Success 273

Customer Success Sales Hiring Scale Interviewing 273

SaaStr

NOVEMBER 8, 2022

The Threads That Bind Customer and Employee Life Cycles. Most of you are familiar with the customer life cycle, including customer acquisition, onboarding, adoption, cross-selling and upselling, and retention. . Every stage of the customer journey is critical to delivering a best-in-class customer experience.

Underperforming Technical Team 207

Underperforming Technical Team Technical Review Acquisition Company Culture 207

SaaStr

APRIL 9, 2024

This is a challenge we’ll face over the next few decades, and it’s different from anything we’ve really faced over the past 100 years. Digital labor Customer experience App dev and IT ops If you think about customer experience today, it’s about how to automate a lot of those front-end interactions with different organizations.

AI 215

AI Outsourcing Services Outsourced Development Government 215

SaaStr

DECEMBER 4, 2023

They also don’t think remote onboarding and training and culture is working well enough in sales. CROs Feel Like Customer Success is Phoning It In From Home, And They Have to Do More and More Of Their Job Ok this one may be the most triggering of all, which is probably why few say it on LinkedIn or Twitter.

Sales Recruiting 210

Sales Recruiting Sales Hiring Onboarding Sales 210

SaaStr

JULY 18, 2023

Secret #1: ‘Build it, and customers will come in’ is not a great approach Early in Cacioppo’s career, she built multiple products with little to no user insights. Cacioppo now strongly believes that “customers would follow if you just build something” is a myth. Funding can’t create customer demand.

Strategy 208

Strategy Scale Sales Hiring Startup 208

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

Intercom, Inc.

SEPTEMBER 29, 2022

Over the years, they’ve helped us keep teams aligned, create products our customers love, and guide our decisions through every roadmap, every strategy meeting, and every onboarding. Our product principles are deeply embedded in Intercom’s culture.

Engineering 129

Engineering Onboarding Development Strategy 129

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

User Pilot

FEBRUARY 26, 2024

TL;DR Marketing funnel analysis is the process of evaluating how customers progress from the moment they learn about your product til they convert to paid accounts , and beyond. It also helps them seal any leaks in the funnel resulting in the loss of potential customers. Let's get right into it! What is marketing funnel analysis?

Marketing 105

Marketing Sales Funnel Forecasting Customer Lifetime Value 105

User Pilot

JANUARY 14, 2023

Examining the right customer education examples can help you improve your customer education program and the overall customer experience. As customer expectations continue to soar, a solid customer education program helps you stand out from the competition. What is a customer education program?

Education 98

Education SaaS Onboarding Customer Success 98

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.

Payment Services 99

Payment Services Merchant Services Customer Success Business 99

SaaStr

DECEMBER 1, 2022

Over 20 years ago, we set out to solve the toughest challenge of the early internet: the “World Wide Wait.” And we’ve been solving the internet’s toughest challenges ever since, working toward our vision of a safer and more connected world. Invite everyone to the project—internal resources, customer teams, and third-party vendors.

Merchant Services 228

Merchant Services Payment Solutions SaaS Payments Payments 228

SaaStr

SEPTEMBER 19, 2023

Change #1: A Very Clear Uptick In Product-Led Growth Strategies If you look at Notion Capital’s Cloud challengers, 35% are working on a PLG growth strategy. It’s hard to measure if you don’t have profitability, but the Cloud Challengers are growing their headcount in a range of 0-33%, which is astonishingly low for a tech startup.

Business Model 238

Business Model SaaS Payments Payments Headcount 238

SaaStr

DECEMBER 1, 2023

Read the Ultimate Guide to Hiring a Great VP of Sales ebook or What Makes a Great VP of Sales and How to Hire One blog post. Sometimes, you can be lucky and hire a VP of Sales who knows your product, like Jason’s first great VP of Sales hire, Brendon Cassidy, who worked at LinkedIn and was a customer already.

Sales Hiring 148

Sales Hiring Sales Recruiting Sales Interviewing 148

Intercom, Inc.

JANUARY 18, 2023

It can be quite a challenge to find and address the points of friction that are chasing your customers away. But while acquiring new customers is obviously a critical part of having a business, it’s hardly sustainable if they only ever stick around for a few months. “Are you attracting and engaging the right customers?

Strategy 118

Strategy Retention Churn Acquisition 118

SaaStr

JUNE 10, 2020

How much do you talk about Customer Marketing? While the concept may sound old hat to those that have been in the software business for a long time, in SaaS in particular, very little tools, processes, and software are applied to marketing to customers after they are closed. It’s plenty great if 50 existing customers come.

Marketing 246

Marketing Retention Customer Success Content Marketing 246

User Pilot

JUNE 28, 2023

Sustaining user engagement throughout the entire onboarding process can feel like a task only large teams can achieve. Introducing core features, driving user activation, and maximizing retention rates after the user onboarding experience will all impact the user journey moving forward.

Onboarding 97

Onboarding SaaS Payments Payment Services Payment Solutions 97

CloudGeometry

JANUARY 15, 2022

There are at least three foundational dimensions that translate your business assumptions into critical technical solution inputs: User Model Monetization Measurement In this blog series, we explore how these three dimensions figure into key technical recommendations which enable scale in pursuit of SaaS business growth.

Well Architected Framework 130

Well Architected Framework DevOps as a Service AWS Traceability 130

SaaStr

AUGUST 29, 2022

10 Lessons Learned Scaling to $1B Valuation with Drift’s Co-founders : Reaching unicorn status is nice validation, but the luster fades when founders can’t navigate the hidden challenges that come with uncharted territory. Understanding how to measure, compensate, and create one unified Revenue team is the key to hypergrowth.

Scale 236

Scale Sales Hiring Marketplace as a Service B2B 236

SaaStr

DECEMBER 25, 2021

Adam #18: Invest in a strong hiring and onboarding process from day one. Adam attributes the caliber of the people at Zapier to hiring and onboarding. Paolo #17: People are more passionate about the work if they have a good understanding of the product and customers. Customers through product. Ben #15: People come first.

Scale 276

Scale Scaling Innovation Investment 276

Blulogix

JANUARY 18, 2024

Streamlining Subscription Renewals with a Robust Billing Platform By BluLogix Team Subscription renewals stand as a critical pillar in the structure of any subscription-based business, playing a significant role in both customer retention and as a potential point of revenue loss if not managed effectively.

Subscription 52

Subscription Payment Features Scale compliance 52

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Success 82

Customer Success Scale Innovation Forecasting 82

User Pilot

JULY 4, 2023

Growing your product requires tackling one of the biggest challenges, which is to cross the chasm. Continue to collect customer feedback to make small iterations on a handful of users to perfect your product. Target customers that have high NPS scores to increase the chance of more positive reviews. Book a demo now.

Scale 98

Scale Scaling Technical Review SaaS 98

Blulogix

MARCH 15, 2024

This post examines how automation not only streamlines operations but also unlocks new levels of customer satisfaction and strategic insight. Manual handling of these tasks is not only resource-intensive but prone to errors, leading to customer dissatisfaction and potential revenue loss.

Payment Features 59

Payment Features Payment Services Subscription Payments 59

User Pilot

MARCH 6, 2024

TL;DR The product funnel is a framework outlining the stages of the customer journey , starting from its discovery and ideally leading to customer loyalty and advocacy. Product funnel is a wider concept, focusing on the whole customer journey, while marketing and sales funnels concentrate on its early stages. Book the demo!

Social Media 104

Social Media Sales Funnel Acquisition Retention 104

User Pilot

JUNE 22, 2023

While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. Customer retention brings you more customers who tend to spend more, refer others, and provide valuable feedback that drives product improvement. A good customer churn rate is 3% or less for SaaS companies.

Churn 98

Churn Retention Onboarding Engagement 98

Blulogix

FEBRUARY 16, 2024

Streamlining Success: What is the Role of Automation in Customer Lifecycle Management for Recurring Revenue? Automation , in this context, emerges as a critical tool, enabling businesses to effectively manage customer relationships from initial engagement through to retention and beyond.

Payments 52

Payments Payment Services Revenue Management 52

User Pilot

MAY 16, 2023

Looking to implement the top customer engagement trends in 2023 for your SaaS business? This article has compiled the top 13 SaaS customer engagement trends you should follow in 2023 to help you navigate the emerging trends. TL; DR Customer engagement refers to the active interaction between customers and products.

Trends 98

Trends Engagement Artificial Intelligence Machine Learning 98

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. Their discussion covered three key strategies for powering up customer success.

Scale 80

Scale Scaling Customer Success Benchmarks 80

User Pilot

JULY 11, 2023

The internet is flooded with customer experience videos you can watch and, maybe, learn something new or useful for your job. You’d need to spend a lot of time finding good content creators if you just decided to learn about CX and customer engagement. Malewicz’s take on mobile onboarding screens.

Technical Review 97

Technical Review Onboarding Mobile Retention 97

Totango

AUGUST 18, 2022

A Customer Onboarding Checklist for Successful CS Teams. A lot goes into crafting the ideal onboarding process for SaaS products. At the same time, you need to minimize time-to-value (TTV) to ensure customers see the benefits of your product as soon as possible. What Is the Client Onboarding Process?

Onboarding 92

Onboarding Technical Review Software Review Scale 92

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. How teams accomplish this challenging dance, however, is an ongoing question. Having a process and that information flow through the various teams and the overall implementation of a customer is critical,” Dishman said.

Revenue 71

Revenue Sales Customer Success Churn 71

User Pilot

MAY 22, 2023

Every successful product manager understands the importance of learning how to build customer loyalty. Improving your customer retention rate and boosting customer loyalty is key to the success and growth of any business – in both good times and bad. Reduce the time to value using personalized onboarding checklists.

Onboarding 96

Onboarding Social Media Retention Branding 96

User Pilot

JUNE 30, 2023

Benefits of localized content for SaaS companies include extending the market reach and improving customer experience and satisfaction. SaaS companies can start localizing content from the beginning to attract global customers. Track where most of your current customers come from or where similar products are successful.

SaaS Payments 98

SaaS Payments Outsourcing Services Payment Solutions Payment Services 98

User Pilot

OCTOBER 31, 2023

You’ll face the challenge of getting qualified leads and ensuring users don’t abuse trials. Free trials can impact cash flow and revenue generation, especially if a significant portion of trial users don’t convert into paying customers. You can very well combine 2-3 to give customers the right experience. Trials can be tricky.

SaaS Payments 97

SaaS Payments Payment Methods Strategy Payment Solutions 97

Intercom, Inc.

APRIL 29, 2021

On her very first day as Director of Content at 360Learning, she starred as the lead of Onboarding Joei, an original, unscripted docu-series that followed her onboarding experience during her first 90 days. Blog articles, podcasts, ebooks, and videos have been the bread and butter for content marketers for a long time now.

Content Marketing 118

Content Marketing Innovation Scale Marketing 118