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

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks.

Customer Success 86

Customer Success Onboarding Construction Retention 86

SaaStr

JANUARY 12, 2022

On both SaaStr University and Twitter, we had 30+ founders, CEOs and execs share their top, tough learnings from losing one of their top customers. “For large enterprise customers, your stakeholder map is almost always too small” — Alex Farmer, VP CS, Cognite Data. We all underresource customer success vs. sales.

CTO Hire 268

CTO Hire Sales Hiring New CTO CTO 268

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. Do you have a renewal playbook?” Katie poses, “do you have an onboarding motion?

Scale 80

Scale Scaling Customer Success Benchmarks 80

SaaStr

SEPTEMBER 19, 2023

Many of the fundamental business models that were once engraved in the SaaS playbook are now changing thanks to a tougher macro environment and a maturing market. Assuming all renew and you sign new ones, it has a nice exponential effect, and it’s sticky. In last week’s Workshop Wednesday , held every Weds at 10 a.m.

Business Model 238

Business Model SaaS Payments Payments Headcount 238

SaaStr

JANUARY 2, 2021

Do not chase customer segments where you have zero, or only token, traction. You’ve already established your initial, organic customer traction and segmentation. Put proportionate effort into your customer segments. Break your customers into say Small, Medium and Larger segments. Go all-in on customer success.

Sales Hiring 294

Sales Hiring Headcount Pricing Market Segmentation 294

SaaStr

NOVEMBER 8, 2023

In SaaS, we talk a lot about hyper-growth, uber-successful companies, but many founders, including hyper-growth founders, make mistakes over and over. His executive team today is: A Chief Customer Officer who was CSM at Gainsight seven years ago. The Takeaway: Be really careful about custom deals that feel tempting in the moment.

Scale 228

Scale Sales Hiring SaaS Scaling 228

SaaStr

NOVEMBER 1, 2022

They are hiring leaders, building teams, and attracting advisors in the US while devouring the SV SaaS playbook. They help open doors to potential customers and provide advice. Proximity to customers helps too. Having a leg in SV could help build a global team and work closely with customers. The Macro View Right Now.

Scale 208

Scale Sales Hiring Cybersecurity Underperforming Technical Team 208

Totango

JANUARY 29, 2021

When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Why Do You Need Playbooks for Customer Success?

Customer Success 79

Customer Success Customer Lifetime Value Software Review Systems Review 79

User Pilot

AUGUST 16, 2023

Without retaining users , you’re throwing away money and resources spent acquiring customers that’s why having a retention playbook is helpful. A user retention playbook will keep your customers happy and continue using your product for longer. Build relationships with your customers by building an online community.

Retention 98

Retention Social Media Customer Lifetime Value Churn 98

CustomerSuccessBox

JUNE 15, 2021

Renewals can be complicated. From business to business, different teams may handle renewals, or the renewal process may be different for each customer segment. Also because we all are at different stages and every organization is different, you can’t just take someone else’s playbook to be yours. The Renewal plan.

Onboarding 52

Onboarding Customer Success B2B Investment 52

Buffer Resources

JANUARY 15, 2024

With Google promising to prioritize "helpful content" going into 2024 and studies showing that as little as 5 percent of all content assets generate 90 percent of customer engagement, helpful, engaging B2B content is a north star B2B marketing teams must strive for. Tough question. Interview them. Learn their language.

B2B 110

B2B Technical Advisors SaaS Payments Underperforming Technical Team 110

CustomerSuccessBox

NOVEMBER 16, 2021

What is a Playbook? That is what playbooks fundamentally are. What is a Customer Success Playbook? Customer Success Playbooks are a specified list of activities (they can be reactive, proactive, or best practices) to complete a task to be carried out by Customer Success Managers (CSMs).

Scale 52

Scale Payment Features Customer Success Churn 52

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. You need to be able to retain and scale your current customer base efficiently, with the current resources you have rather than adding more. . Dive into Customer Health. Identify At-Risk Customers .

Customer Success 97

Customer Success Scale Headcount Churn 97

ChurnZero

SEPTEMBER 29, 2023

Celebrating positive customer behavior is one of the most effective methods for increasing product adoption and deepening customer relationships. Yet many customer success managers overlook this simple practice. This is in part because the urgency to save at-risk customers can be all-consuming.

Benchmarks 52

Benchmarks Engagement Customer Success Communication 52

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Customer Onboarding. or how tech-savvy are your customers?

Sales Hiring 52

Sales Hiring Customer Success Scale Churn 52

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Scale Sales Hiring Leadership 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B Scale SaaS Sales Enablement 82

Totango

DECEMBER 28, 2020

Cisco sees customer experience as a key differentiator for the future of business because of its ability to impact customer retention and growth. Customer success is a key part of driving the overall CX vision to ensure that customers are engaged in a proactive manner. Customer Success is a growth strategy.

Technology 79

Technology Customer Success Investment Consulting 79

ChurnZero

SEPTEMBER 4, 2020

By programming repetitive tasks and trigger-based communications – b uilt on behavior, lifecycle, or product usage – you never miss an opportunity to capitalize on your customers’ most pressing pain points, needs, and wants. Instead trigger your outreach based on the customer’s actions (or lack thereof). .

Customer Success 87

Customer Success Engagement Technical Review Onboarding 87

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 115

Innovation Customer Success SaaS Payments Payment Services 115

CustomerSuccessBox

JUNE 2, 2021

When it comes to decoding about- “How should a day in the life of a Customer Success Manager look like? Or How should every Customer Success Manager (CSM) be planning their day? So let’s see how a CSM can organize this otherwise chaotic world and still be successful at the end of the day. Onboarding.

Customer Success 52

Customer Success Management Onboarding B2B 52

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Scale 84

Scale Customer Success Retention Strategy 84

CustomerSuccessBox

JUNE 24, 2022

This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. This blog will walk you through some genuine reasons why you should not miss out on investing in Customer Success. Why you should invest in Customer Success?

Customer Success 52

Customer Success Revenue Onboarding Retention 52

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Steps to implementing Customer Retention Software.

Software Review 52

Software Review Retention Software Technical Review 52

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Customer Success 64

Customer Success Compensation Scale Onboarding 64

SaaStr

JANUARY 10, 2020

And that means the customer is king.” ” In the context of the larger article, he’s making the case for manufacturers to adopt a SaaS playbook: become customer-centric, hire Customer Success Managers (CSMs) to engage customers more deeply, deploy technology to manage the customer relationship beyond the initial sale, etc. .”

Sales Hiring 132

Sales Hiring Scale Underperforming Technical Team Onboarding 132

ChurnZero

OCTOBER 7, 2020

This is a guest blog post by Kristen Hayer, CEO & Founder of The Success League. . Customer success leaders will be facing many of the following challenges: . How do you win back customers who left because of budget challenges? How do you ensure that new customers stick with you for the long run? .

Scale 97

Scale Churn Pricing Finance 97

Buffer Resources

JANUARY 15, 2024

With Google promising to prioritize "helpful content" going into 2024 and studies showing that as little as 5 percent of all content assets generate 90 percent of customer engagement, helpful, engaging B2B content is a north star B2B marketing teams must strive for. Tough question. Interview them. Learn their language.

B2B 55

B2B Technical Advisors SaaS Payments Underperforming Technical Team 55

CustomerSuccessBox

MARCH 28, 2022

In this blog, we talk about how the 80/20 Pareto rule is applicable to customer success. This theory now holds good for every arena and why not apply it for customer success? Let’s call this an “80 20 rule customer success”. How does the 80/20 rule for customer success work?

Customer Success 52

Customer Success Technical Review Systems Review Subscription 52

CustomerSuccessBox

FEBRUARY 28, 2022

However, what has changed more radically is the way the technology is purchased and adopted by a customer. Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore.

Customer Success 52

Customer Success Technical Review Software Review Technology 52

CustomerSuccessBox

APRIL 27, 2022

As a Customer Success Manager (CSM), your job is to help customers derive more value from your product so that they achieve their business goals. Monitor and track if the customer has realized the intended value from your solution. If you can acquire new customers, then why bother about the upsell/cross-sell strategies?

B2B 52

B2B Strategy Business SaaS 52

Totango

MARCH 26, 2021

Today’s Customer Lifecycle Is Technology-driven. As the concept of the customer lifecycle has developed, understandings have changed under the influence of technology. Some information is out-of-date, while some presentations give a partial perspective on the customer lifecycle. What is a Customer Lifecycle?

Customer Lifetime Value 66

Customer Lifetime Value Social Media Travel Onboarding 66

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. All the above responsibilities cannot be handled by the Customer Success team from the start. .

Customer Success 52

Customer Success Sales Hiring Onboarding Churn 52

CustomerSuccessBox

APRIL 11, 2019

A lot of Customer Success leaders and Founders I have talked to since starting at CustomerSuccessBox have been confused about what customer tech stack to use at their SaaS businesses. So this got me thinking about what should be the Customer Success Tech Maturity Model. Level 2: Customer Support + CRM + Excel.

Customer Success 80

Customer Success Payment Features Sales Hiring Subscription 80

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 52

Customer Success Scale Sales Hiring Leadership 52

CustomerSuccessBox

DECEMBER 1, 2021

The first impression of your customers is decisive. When you onboard new customers, you introduce them to the way your business works. Thus optimize renewal rates and your bottom line. Results: you gain efficiency and you improve the satisfaction of your customers. Is customer onboarding that important?

Onboarding 52

Onboarding Customer Lifetime Value Acquisition Education 52