CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. So, it’s legit to have a customer success team in hand. Stay tuned and read on to incur extra SaaS revenue. Lay a top-notch customer success journey!

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. Additionally, our CAB members are buzzing about AI.

Customer Success 94

Customer Success Generative AI AI Scale 94

SaaStr

JULY 7, 2023

“Given the fact that customer acquisition costs are increasing sharply, the most efficient way to increase revenue base is getting it out of existing ones.” In a survey by Influitive, 58% said customer marketing was very important, and almost 60% had moderate-to-significant revenue gains thanks to customer marketing.

Retention 187

Retention Software Review Revenue Systems Review 187

User Pilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. What is a customer success renewal playbook?

Customer Success 87

Customer Success SaaS Retention Education 87

SaaStr

APRIL 20, 2024

Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology. The current business model for software companies involves spending a significant portion of revenue on sales, regardless of available tools and automation.

Sales Hiring 260

Sales Hiring Startup Marketing Technical Review 260

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 91

Customer Success Strategy Customer Lifetime Value SaaS 91

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. SaaS investors prefer to invest in companies where most of their cash flow and total revenue come from recurring revenue.

Customer Success 52

Customer Success Revenue Onboarding Retention 52

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. What Is a Customer Success Playbook?

Customer Success 86

Customer Success Onboarding Construction Retention 86

SaaStr

DECEMBER 16, 2022

Your revenue targets aren’t changing, but the world around you is. Small tweaks at every stage of the revenue cycle can help you stay on target no matter what is thrown your way. . You’ll leave armed with ideas to get the most out of your entire revenue motion. . Revenue Motion Isn’t A Series Of Independent Movements.

Revenue 225

Revenue Technical Review Forecasting AI 225

Intercom, Inc.

AUGUST 12, 2021

Few people are better advocates for a unified view of the customer experience than Dan O’Connell. He’s been the Chief Revenue Officer and Chief Strategy Officer at Dialpad, the cloud communication platform, since the spring of 2018, but his fascination for conversations and natural language processing came even sooner.

Revenue 223

Revenue Scale AI Search Customer Support 223

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Scale Strategy Retention 98

SaaStr

JULY 22, 2021

Q: Dear SaaStr: What Percent of My Revenue Should Come from Referrals and Word of Mouth? Ultimately, almost all software companies end up getting 20-50% or so of their new customers from their existing customers once they hit scale. From brand. Have more hands helping your early customers be happy. From referrals.

Sales Hiring 357

Sales Hiring Scale Customer Success Branding 357

SaaStr

FEBRUARY 19, 2019

The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). The Customer Success Paradox.

Customer Success 142

Customer Success Payment Solutions SaaS Payments Scale 142

ChurnZero

SEPTEMBER 23, 2022

Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently. You can do that with an investment in Customer Success and customer education. . Say it with me: Every.

Education 98

Education Customer Success Venture Capital Churn 98

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Expanded roles and responsibilities: how will customer success evolve in 2024?

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 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

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

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 20 quick insights on Customer Success and SaaS metrics – The audience chat was on fire during this webinar. 5/ The startup’s guide to Customer Success.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

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 90

Sales Hiring Customer Success Sales Recruiting Technical Review 90

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Technical Review Scale Compensation 98

ChurnZero

MAY 11, 2021

Here’s a roundup of our top five takeaways for Customer Success professionals from TSIA Interact 2021. . . Companies who monetize Customer Success, see higher Net Promoter Scores (NPS). Automating customer onboarding results in higher annual recurring revenue (ARR). Customer Success Around the Web.

Customer Success 98

Customer Success Churn Benchmarks Onboarding 98

SaaStr

NOVEMBER 25, 2023

If you’ve raised $10m-$15m, I’m assuming you are somewhere between $2m and $10m in ARR (revenue). Hire more sales reps, to sell to the same basic segments that you already have customers in. Spend more on demand gen — to any customer segment that makes up more than 10% of your revenue. Have a customer conference.

Scale 265

Scale Sales Hiring Banking Engineering 265

SaaStr

SEPTEMBER 12, 2023

Your Customer Success Team. Customer success teams are critical for SaaS companies as they own the customer relationship from start to finish, managing up to 75% of revenue through renewals and upsells. How would you structure a sales team to get you from $10s to $100 millions in revenue? Hire Early.

Sales Hiring 233

Sales Hiring Technical Advisors Compensation Outsourced Development 233

SaaStr

AUGUST 24, 2022

Your startup is asking to handle the core customer data of major companies. you are confident in doing so but also prove that your product is a must have for their brand. . Your customers are looking for a partner they can partner with for many years. Top brands are looking for long-term partnerships.

Revenue 223

Revenue Software Review Leadership Branding 223

Chart Mogul

JULY 8, 2020

Betty wasn’t a brand mascot or advertising gimmick, she was the embodiment of a brand’s voice. By allowing customers (or users, if you prefer) to interact directly with the Betty Crocker brand voice, General Mills fostered strong brand loyalty and a rich, active community around its products.

Branding 133

Branding Churn Underperforming Technical Team Retention 133

SaaStr

JANUARY 21, 2022

Dorian Stone , Head of Organizations Revenue at Grammarly, is here to share lessons from his experience of scaling the company from consumer to SMB to Enterprise to help you steer your expansion efforts in the right direction. When Dorian stepped into his current role, they promised the board a strong growth on the revenue line.

Scale 210

Scale SMB Enterprise Sales Hiring 210

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Blogs.

Customer Success 98

Customer Success Sales Hiring Interviewing Churn 98

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Sales Hiring Scale Enterprise 78

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. If you’re starting out, set up the CS team as a profit center (a profit-making business that brings back revenues more than it costs). Customer Success drives exponential growth.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential. And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Education 98

Education Customer Success Customer Lifetime Value Onboarding 98

ChurnZero

MAY 14, 2021

How to Define, Measure, and Advocate for Customer Success Operations. Have you ever wondered: What’s the difference between Customer Success Management and Operations? When should I add Customer Success Operations and how do I advocate for the role? Rachel Yockey , Vice President of Experience at Realync.

Customer Success 81

Customer Success Scale Sales Hiring Retention 81

Sales Hacker

JULY 12, 2021

For years, the work of many revenue operations (RevOps) teams have largely been determined by immediate customer needs. For organizations undertaking their first revenue operations initiative, this reactive approach is natural and necessary. The popularity of revenue operations should come as no surprise.

Revenue 83

Revenue Outsourced Development Systems Review Customer Success 83

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

Totango

FEBRUARY 25, 2020

A successful organization operates in much the same way as a prestigious orchestra. Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. While individual success is important in both cases, you also need overall harmony. Customer Success Responsibilities.

Customer Success 101

Customer Success Communication Data Analysis Trends 101

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success Scale Consulting B2B 73