SaaStr

JANUARY 5, 2022

At Box, we’ve found a lot of success in getting customers to adopt new features within Content Cloud. So far in FY2022, 62% of our total revenue came from customers with more than one Box product, up from 57% in FY2021. Enter your email below for the latest SaaStr updates. Make the move to multi-product.

Scale 251

Scale Scaling Sales Hiring Software Review 251

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Scale 98

Scale Customer Success Scaling Sales Hiring 98

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 98

Customer Success Strategy Customer Lifetime Value SaaS 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 251

Scale Sales Hiring Banking Engineering 251

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

SaaStr

SEPTEMBER 8, 2020

Check out the session here: Algolia also summarized their Top 5 take-aways here , and below: Most SaaS founders start out the same way— armed with ample expertise of the technical details that go into a product and with limited experience of other aspects of scaling, such as sales. On finding product-market fit in the early stages.

Scale 226

Scale Sales Hiring Technical Advisors Scaling 226

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

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

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

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

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

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience. Complete 360° Customer Visibility.

Scale 97

Scale Churn Scaling Retention 97

SaaStr

DECEMBER 8, 2022

At SaaStr Scale this year, Yamini Rangan, CEO of HubSpot joined us, and I thought it was really an A+ discussion. If at almost $2B in ARR, and a market-dominating brand, HubSpot has to still do RFPs … even when selling to medium-sized businesses … well get used to it. A great simple insight into scaling globally.

Scale 226

Scale SMB Scaling Customer Success 226

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. Will this product scale? This relationship will be built upon trust.

Revenue 210

Revenue Software Review Leadership Branding 210

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

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

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Scale 52

Scale Customer Success Scaling Sales Hiring 52

Sales Hacker

MARCH 17, 2021

While every entrepreneur dreams of scaling their startup into a multi-million dollar company, many do not understand all that goes into that dream. Getting past the first stage of revenue growth and building an initial customer base is the easy part, but what happens when you hit a revenue plateau and can’t seem to take that next step?

Scale 93

Scale Revenue Startup Sales Recruiting 93

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

SaaStr

MAY 16, 2021

SaaS companies thrive on partnerships to share leads, mutually champion brands and collaborate on customer success efforts. Gorgias CEO Romain Lapeyre, and Axelle Heems, the Gorgias Head of Operations, share steps to create a partnership program that scales and yields results. Partnerships Can Fuel 50% of Your Growth.

Scale 215

Scale Sales Hiring Sales Funnel Consulting 215

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

SaaStr

NOVEMBER 8, 2022

Sales, done right, should be accretive (although expect sales efficiency to ultimately decline post-Initial Scale). And your marketing costs should be manageable as your mini-brand kicks in. Don’t wait to invest in customer success and account management. Churn burns a lot of cash at scale. Redefine it.

Scale 279

Scale SaaS Banking AWS 279

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

ChurnZero

AUGUST 30, 2019

Top 10 Customer Success Takeaways from SaaStr Scale. Yesterday, ChurnZero had the opportunity to attend and sponsor a brand new SaaStr event called – SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success.

Scale 40

Scale Customer Success Scaling Churn 40

SaaStr

MARCH 14, 2021

No way we can add that much more revenue this year. How can we add as much or more revenue this year than every past year put together? Upsell, Net Negative Churn, and Second-Order Revenue Come to the Rescue. Your Brand Boosts Marketing (and Pricing). The combination of the two makes it easier to scale.

Scale 265

Scale Branding Churn Pricing 265

Intercom, Inc.

APRIL 22, 2019

His new venture focuses on creating a central knowledge network for scaling businesses so that employees aren’t wasting hours by chasing down important resources and company history scattered across a host of apps like Google Docs, SharePoint sites, Evernote and more. Collaboration pains increase as you scale. Short on time?

Scale 156

Scale Scaling AI Search Underperforming Technical Team 156

SaaStr

JANUARY 11, 2022

Which equals happier customers, more upsells, better retention. Think of big events as much a customer success investment as a sales / marketing investment. If you aren’t there, and the competition is … you sort of lose in continuing to build your mini-brand, and later, your brand. on Dreamforce.

Scale 324

Scale Investment Retention Customer Success 324

SaaStr

JUNE 24, 2022

High NRR makes Customer Success teams lazy. More here: Why NRR is Probably The Wrong Core Metric for Your Customer Success Team. #7. You also have to be very careful about raising prices for current customers. More here: 5 Reasons Not To Raise Prices on Existing Customers. And 2 Better Ways to Do It Anyway.

Sales Recruiting 204

Sales Recruiting Sales Hiring Scale Customer Success 204

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data Technical Review Headcount 52

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

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

CustomerSuccessBox

AUGUST 22, 2021

Customer experience management (CXM) deals with customer interactions through physical and digital touchpoints. This also involves delivering personalized experiences that drive brand loyalty and increase revenue. Customer experience management oversees customer interactions. Focus on customer satisfaction.

Scale 52

Scale Scaling Management Customer Success 52

SaaStr

JANUARY 7, 2021

Whether it was our interview with Podium’s Eric Rea on how he scaled with a team outside the Bay Area before it was really considered an option, or TripAction’s Megan Eisenberg on how to prioritize trade-offs in marketing without sacrificing pipeline, we’ve covered the gambit of relevant topics throughout the year. .

Scale 235

Scale Sales Hiring Scaling B2B 235

SaaStr

SEPTEMBER 19, 2021

Recurring revenue certainly has pros and cons. The biggest pro is it recurs With even 120% NRR, you basically double in 4+ years even with no new customers. Actual recurring and recognized revenue is, has, and always will be, what matters. How many Customer Success Managers. Now that’s magic. This is key.

Sales Hiring 264

Sales Hiring Scale Headcount Acquisition 264

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 52

Customer Success Scale Strategy Retention 52