Baremetrics

FEBRUARY 2, 2021

Many SaaS businesses concentrate on offering an amazing product and then neglect customer support. They assume that when you have a great product, customers will always come back. In this guide, you will learn why SaaS customer support is so important, how to get started, and what metrics to use to track success.

Customer Support 59

Customer Support Payment Methods SaaS Payments Payment Solutions 59

SaaS Metrics

APRIL 23, 2021

The vital ingredient to running a successful SaaS business lies in recruiting an excellent customer support department. It’s all about ensuring that the customers receive the appropriate assistance at the right time with no delays. Efficient customer support implies an alleviation in customer churn.

Customer Support 45

Customer Support SaaS Churn Metrics 45

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Underperforming Technical Team Consulting Software Review 64

SaaStr

DECEMBER 30, 2023

So it does seem like some of the biggest changes to the human side of SaaS are now coming. What we’ve seen in the first 15 years of SaaS: Specialization in sales. The rise of customer success as a new, empowered function. Human support remained imporant, at least for paying customers. Everyone now.

Customer Success 290

Customer Success Scale AI Pricing 290

OPEXEngine

FEBRUARY 13, 2020

A Couple SaaS Generations Ago… Traditional software companies managed sales, product development, finance and HR in siloed organizations by function. In the early SaaS days, management structure was essentially the same. Today’s Focus on Customer Lifecycle Management, People, Product and Performance.

Part-Time CTO 69

Part-Time CTO CTO CTO Hire Management 69

Valuize Consulting

DECEMBER 23, 2021

2021 was another year of radical and accelerated change for Customer Success (CS) and the business world as a whole. While these trends began to take shape in 2020, they were forced into hyperdrive this year and created a new normal for the SaaS world. . What’s The Real Difference Between Customer Outcomes and Customer Value?

Customer Success 52

Customer Success Scale Leadership Retention 52

SaaStr

MAY 16, 2024

On the first episode of the Angles and Insight podcast, SaaStr Founder and CEO Jason Lemkin chats with Zapier CEO Wade Foster about the future of B2B SaaS in 2024 and beyond. He is a top VC in the industry and runs SaaStr, the largest SaaS event in the world. But if you know what success looks like in sales, support, engineering, etc.,

Sales Recruiting 164

Sales Recruiting AI Search B2B Sales Hiring 164

SaaStr

MARCH 7, 2024

So years ago on SaaStr, I wrote a post on how everyone in your company should do customer support once a month. More on that here: Everyone in SaaS Needs to Do Customer Support. It forces folks not just to listen to customers, often for the first time, but to actually go solve their problems! Every week.

Customer Support 256

Customer Support Engineering Startup SaaS 256

SaaStr

FEBRUARY 14, 2024

Dear SaaStr: How often will a sales engineer also wear a customer success hat in an early stage of an SaaS startup? The “traditional” role of a sales engineer is to support the sales team through the close of a deal. Traditional customer success, and/or a specific team for deployments, can take the baton from there.

Scale 234

Scale Engineering Customer Success Startup 234

Sales Hacker

JUNE 23, 2021

Here are the seven best sales blogs (and five bonus sales newsletters!) Why we love it: Each B2B sales article, podcast, webinar, and discussion is designed to support and elevate the sales profession. Best article to read: RevOps is taking over how B2B SaaS companies look at sales. Customer-centric culture. Sales Hacker.

Sales 81

Sales Technical Review Outbound Sales Team Interviewing 81

SaaStr

FEBRUARY 22, 2024

“Doubling Down” is a new series where we hear from top B2B SaaS investors on their most recent activities and takes on the current market. The team, led by Deepinder Singh Dhingra, has deep enterprise SaaS experience and truly understands their customer’s needs. Check that out here. Why did you do the deal?

Innovation 248

Innovation Wireless Acquisition Technology 248

SaaStr

MAY 1, 2024

Most SaaS companies steer away from phone support in general, and especially for lower-end and trial prospects/customers. Especially if you can segment out support issues (where you should still pick up the phone) from questions from prospects and trial users. They think it is too much work, and too expensive.

Outsourcing Services 249

Outsourcing Services Scale Banking Branding 249

FastSpring

DECEMBER 18, 2019

To recap a fantastic year at FastSpring, we want to take a look back at our top 10 blog posts from 2019. As a partner in growth for thousands of software companies around the world, one of our goals is to provide blog content that is helpful, interesting, and informative. How to Shift Freemium Customers to Paid Customers.

Merchant Services 78

Merchant Services Payment Methods Payment Services Payment Solutions 78

SaaStr

MAY 8, 2024

As a SaaS veteran who built and sold a software company for nine figures, invested in startups since 2013, 10x-ing his fund, and continues to build a powerhouse community of SaaStr fans, he offers some hot takes on the communities’ burning questions. The average public SaaS company is twice as efficient. Let’s start with the meta. “I

Metrics 214

Metrics Scale Sales Hiring SaaS 214

SaaStr

SEPTEMBER 26, 2023

How is AI going to impact the software and SaaS landscape of the next couple of years and also the next 5-10 years? She watched the SaaS and Cloud wave ride and thought there’d be a huge pullback in markets this year. We care about: Speed Cost Quality If you’re talking to customers, you want any communications to be highly accurate.

AI 262

AI Generative AI Venture Capital SaaS 262

SaaS Metrics

JULY 16, 2019

Your Software as a Solution (SaaS) company deserves to have high profits and a host of dedicated customers. In fact, the strength of your customer service is far more important for the success of your SaaS company than you may have considered. Here are some reasons why delivering top-notch customer support is necessary.

Customer Support 40

Customer Support SaaS Software Business 40

SaaStr

MAY 9, 2024

“Doubling Down” is a new series where we hear from top B2B SaaS investors on their most recent activities and takes on the current market. Adam, Dean, and the team at Owner are quietly building one of the fastest-growing B2B platforms out there by helping restaurants take back their customer relationships.

Scale 209

Scale Headcount Travel B2B 209

User Pilot

APRIL 3, 2024

Wondering how to create a resource center for your SaaS product? A resource center is a central hub of resources that helps your customers solve problems and learn more about your product. It reduces the load on your support team and improves customer satisfaction by providing self-service support.

AI Search 105

AI Search Software Review SaaS AI 105

User Pilot

JUNE 13, 2022

Are you looking for the best SaaS blogs and influencers to follow in 2022? We curated a list of the best SaaS blogs and influencers to help you learn more about SaaS and increase your revenue. We covered the best blogs on SaaS growth, product marketing , UX analytics, venture capital, and sales.

Venture Capital 52

Venture Capital SaaS Data Scale 52

SaaStr

MARCH 14, 2024

“Doubling Down” is a new series where we hear from top B2B SaaS investors on their most recent activities and takes on the current market. What’s the #1 bit of advice you’d give to SaaS founders today? What’s different about your fund / how you invest and support founders? Check that out here.

Scale 199

Scale B2B Investment Acquisition 199

SaaStr

FEBRUARY 17, 2024

Dear SaaStr: When Is It Too Soon to Target Enterprise Customers in SaaS? It too soon to target enterprise clients when you can’t support their needs 90 days after you close them. Enterprise customers will even sign contracts agreeing to buy so long as you implement a key feature with X number of days.

Enterprise 243

Enterprise SaaS Churn 243

SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Back in 2015, when didn’t have the data or NRR or GRR of 115 public SaaS companies. The number one insight back then was to put a person on it.

Sales Hiring 253

Sales Hiring Customer Success Scale AI 253

SaaStr

SEPTEMBER 12, 2023

I think this is some pretty helpful reading here, a good slice of some of the most tactical insights: Got 100 Customers? Believe It Or Not, It’s Time for Your First User Conference One thing that always works in marketing is bringing your customers and prospects together IRL. Your Customer Success Team. Almost always, in fact.

Sales Hiring 235

Sales Hiring Technical Advisors Compensation Outsourced Development 235

SaaStr

MARCH 27, 2024

So we’ve probably covered HubSpot more than any other SaaS and Cloud leader on this 5 Interesting Learnings series, but there’s a good reason for it: First, HubSpot is a lot like most of us. It sells sales, marketing, support and more tools. New customers are still growing 23% a year, even at 200,000+ Customers and $2.4

Scale 247

Scale Cloud Scaling Pricing 247

How To Buy Saas

MAY 15, 2024

There are various Cloud service models to choose from, like IaaS PaaS SaaS, and you may get confused while making a decision. Don’t worry; in this blog, we will help you know everything about the different cloud computing models like IaaS PaaS SaaS to decide which one will be best for your business. Therefore, keep reading!

DevOps as a Service 52

DevOps as a Service Marketplace as a Service Cloud SaaS 52

SaaStr

JANUARY 11, 2024

“Doubling Down” is a new series where we hear from top B2B SaaS investors on their most recent activities and takes on the current market. Prequel is solving this problem, allowing vendors to offer export functionality into a customer’s database, or customers can request import functionality from a vendor’s data.

Technical Review 280

Technical Review Scale Management Sales Hiring 280

SaaStr

FEBRUARY 15, 2024

“Doubling Down” is a new series where we hear from top B2B SaaS investors on their most recent activities and takes on the current market. Metronome is a cutting-edge billing infrastructure company designed to support the rapid growth and adaptability required by modern software companies. Check that out here.

Scale 238

Scale Software Review Payment Features AI 238

Payrix

APRIL 3, 2024

When done correctly, they can create a seamless user experience, improve customer satisfaction and loyalty, and add an exciting monetization opportunity. In this model, your organization assume s no ne of the payments risk and subsequently , has little control over the customer experience. What is a PayFac® developer?

Payment Services 100

Payment Services Merchant Services SaaS Payments Payment Facilitation 100

Payrix

APRIL 24, 2024

Part 1 – Resourcing considerations for selling payment, boarding and underwriting, service and support, and development and technology. Part 2 – Selling payments to net new customers and your existing software user base. Part 3 – How value-added services contribute to the payments experience for customers.

Payments 162

Payments Embedded Payments Merchant Services Payment Solutions 162

SaaStr

JULY 6, 2022

Founding a SaaS company is already a significant challenge for any entrepreneur, but targeting the enterprise space can be an entirely different beast. Front is a communication hub that helps teams work better with customers. Front is a communication hub that helps teams work better with customers. billion valuation.

Enterprise 215

Enterprise Sales Hiring Social Media Communication 215

SaaStr

FEBRUARY 27, 2024

Go-to-market (GTM) design and efficiency are sometimes overlooked, but they’re a critical driver of any SaaS business. Previously in SaaS, it was widely seen that anything > 1 was healthy if you were venture-backed, and anything > 1.5 is was seen as perhaps too capital-efficient. If you were well-funded, 0.7

VP of Engineering 226

VP of Engineering Scale Marketing Benchmarks 226

SaaStr

DECEMBER 23, 2023

So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened? Just This Week.

Customer Success 256

Customer Success AI Pricing Enterprise 256

User Pilot

APRIL 10, 2024

Knowledge base creation is critical to enhancing self-service support. As your business grows, you can expect the number of support tickets to increase and the stress levels of your customer service team to go up. Don’t custom code – use the right knowledge base software. Create granular content.

Software Review 103

Software Review AI Search SaaS Technical Review 103

User Pilot

APRIL 21, 2024

Wondering how to build a conversion path for your SaaS product or e-commerce site? This improves customer experience and increases conversion rates. And strengthens the relationship with the customer. Start creating conversion paths by defining their goals from the customer and business perspective. Userpilot blog post.

SaaS Payments 104

SaaS Payments Payment Services Payment Methods Payment Solutions 104

FastSpring

MAY 14, 2024

Get the latest from FastSpring’s Support leaders about: FastSpring’s new Payout Statements. Nine key pieces of info to include in support cases for faster help. Need FastSpring support? Visit our Support page. Refunds: Amount refunded to customers. Is a Customer Affected? Got Error Messages?

Payment Methods 78

Payment Methods Customer Support Payments SaaS Payments 78

User Pilot

MAY 1, 2024

Successful brand communities are the ultimate goal, offering valuable insights and fostering customer loyalty. Try Userpilot and Take Your Customer Loyalty to the Next Level Get a Demo 14 Day Trial No Credit Card Required What exactly is online community building? Why building a community is important for brand loyalty?

Branding 102

Branding Social Media Acquisition Advertising 102

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