Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

CustomerSuccessBox

NOVEMBER 9, 2021

The SaaS Business Model. Their customers don’t buy a license once and for all. The faster it will convert new customers, the larger its installed base will be and the better the evolution of its cash flow after the break-even. Here are 7 customer success metrics to record if you are a SaaS business.

Business Model 52

Business Model SaaS Business Software Review 52

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

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. . Productivity.

Education 98

Education Customer Success Venture Capital Churn 98

OPEXEngine

JULY 1, 2022

The companies that successfully navigated through various market disruptions, including the recession in 2008, continued growing by diagnosing whether their acquisition and retention investments were efficient. The Fundamental Value of the SaaS Model is that Customer Retention is Cheaper than Customer Acquisition.

Acquisition 59

Acquisition Scale Retention Investment 59

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 255

Sales Hiring Startup Marketing Technical Review 255

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Scale 98

Scale Customer Success Payments Underperforming Technical Team 98

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

VP of Engineering 98

VP of Engineering Customer Success Outsourcing Services Technical Review 98

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 101

Customer Success Technology Scale Forecasting 101

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 86

Customer Success Technology Scale Forecasting 86

FastSpring

MAY 20, 2024

Here are Brad’s top recommendations: Have a committed partner like FastSpring to handle the subscription infrastructure so you don’t have to, including: Choosing a partner that’s making the same investments in subscription management that you are. Integrating customer-facing subscription management tools on your own site.

Payments 148

Payments SaaS Payments Merchant Services Payment Solutions 148

OpenView Labs

DECEMBER 8, 2021

What was once an upfront investment with clear-cut milestones and handoffs between Sales and Customer Success (“CS”) is now a continuous and complex journey where the initial contract is just a company’s metaphorical foot in the door to a larger expansion opportunity (and bulk of the future revenue).

Customer Success 64

Customer Success Acquisition Retention Benchmarks 64

Casey Accidental

OCTOBER 27, 2020

This is part three of a three part series on sequencing business models. In part two of our Sequencing Business Models series , we talked about the different types of marketplaces and what needs to be built to be effective in each of them. This post is a collaboration with Gilad Horev. Trust and Quality.

Payments 56

Payments Business Model Payment Solutions SaaS Payments 56

Valuize Consulting

NOVEMBER 25, 2021

Achieving Customer Success At Scale. In today’s digital-first world, your Customer Success (CS) program is only as good as the technology and data behind it. To find out how to leverage CS technology to accelerate scale, I spoke with Nicole McLaren , Customer Success Technology Consultant at Valuize.

Scale 52

Scale Technical Review Technology Interviewing 52

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You would use euros instead or pounds in the UK.

Customer Success 98

Customer Success Metrics SaaS Banking 98

Sixteen Ventures

DECEMBER 31, 2019

Customer Success is transformative. Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. In the SIX(!)

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136

SaaStr

NOVEMBER 30, 2023

They need to hear the customer and use that feedback to refine products. On average, as companies move up toward the $15M ARR mark, they’re doubling their team size on the sales, marketing, and customer success side. Companies are moving up-market, investing more in marketing, and orienting all processes around efficiency.

Scale 233

Scale Sales Hiring Scaling Outsourced Development 233

OpenView Labs

SEPTEMBER 8, 2021

That’s why top usage-based SaaS companies instill a customer success mindset across every team. The entire company needs to be set up to do what’s in the best interest of making sure customers are seeing value. Here’s what that means for Product, Marketing, Sales, Customer Success, Pricing, and Finance.

Pricing 64

Pricing Customer Success Scale Compensation 64

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Choose Customer Success KPIs Tailored to Your Customers.

Customer Success 93

Customer Success Customer Lifetime Value Social Media Metrics 93

Valuize Consulting

JUNE 9, 2022

If you’re a CCO or CRO at a B2B technology company, ask yourself these 3 critical questions: Is your existing Customer Success management team struggling to keep up with your customer’s needs and your business goals? Is collecting, analyzing and acting on critical customer data a challenge in your organization?

Sales Hiring 52

Sales Hiring Customer Success Scale Leadership 52

ProfitWell

NOVEMBER 4, 2019

Mastering customer success is vital in the subscription space. Let’s face it, if someone isn’t having a positive experience with your product, then they’ll take their business elsewhere. Not implementing and measuring customer success means you risk losing customers and rising customer acquisition costs (CAC).

Customer Success 73

Customer Success SaaS Onboarding Churn 73

Valuize Consulting

AUGUST 18, 2020

Since 2015, the customer success (CS) domain has achieved a 176.54% year-over-year growth of CSM positions globally ( Gainsight, 2019 ), which comes predominantly from the software & IT industry. 2) Map your customer success processes directly to your customer journey.

Customer Success 40

Customer Success Strategy Software Scale 40

ChurnZero

FEBRUARY 15, 2019

Top 10 Customer Success Takeaways from SaaStr. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model.

Customer Success 53

Customer Success Benchmarks Churn Business Model 53

Valuize Consulting

MAY 4, 2022

In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. However, this strategy often begins and remains as a program that is focused on the minority high ARR customers. Evaluate Your Current Coverage Model. Rally Your Organization Around A Strong CS Scale Strategy.

Scale 52

Scale Customer Success Scaling Strategy 52

CustomerSuccessBox

AUGUST 27, 2021

Many startups in their early stages believe that customer success isn’t for them. This means you can be a startup with a seemingly scalable business model and still never become a scaleup for lack of (customer) growth. Thus, to scale up your startup you need to ensure customer success in relation to your business.

Customer Success 52

Customer Success Startup Scale Sales Hiring 52

ChurnZero

OCTOBER 22, 2020

If you’re thinking of building a Customer Success platform in-house, there’s a few things you ought to know. This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . When it comes to customer retention, there’s business-altering revenue at risk.

Software Review 59

Software Review Technical Review Outsourcing Services Customer Success 59

User Pilot

AUGUST 6, 2023

Using customer relationship management (CRM) software to centralize your customer data is a worthwhile investment since it will prevent the formation of data silos and streamline the process of ensuring everyone has access to the information they need. Miscommunications (both internal and external).

Investment 70

Investment Banking Social Media Customer Lifetime Value 70

ChurnZero

MAY 8, 2020

Customer Success is a relatively new discipline and has not faced a major economic event such as COVID-19. We all know Customer Success professionals who have been laid off or furloughed. Speakers: Mikael Blaisdell , Executive Director, The Customer Success Association. Q&A Recap.

Customer Success 59

Customer Success VP of Engineering Scale Benchmarks 59

SaaStr

FEBRUARY 14, 2023

But now, achieving all 5 metrics that Bartos presents will attract capital to get fair valuations for your business. The fundamentals make your business attractive. In today’s market, you’ll need to convince investors that you’re a worthwhile investment. They’re simple but not always easy. Around 70% or more. 5x is best.

Metrics 211

Metrics Marketing SaaS SMB 211

Totango

JANUARY 22, 2020

Dynamic Assignment automates this matching process, enabling enterprises to effectively address thousands of customer needs at any one time. It delivers a more personalized, precise customer success experience at scale, which can lead to increased revenues and customer retention for enterprises. .

Customer Success 62

Customer Success Scale Outsourced Development Enterprise 62

SaaStr

MARCH 29, 2023

Seek ways to help others grow Damien uses what he refers to as the karma business model and suggests everything starts with sharing and giving. As a result, the karma business model is a virtuous cycle. Show a clear path to profitability Executives looking to invest in VCs are thirsty for information. Delivering.

Sales Hiring 180

Sales Hiring Scale Strategy Metrics 180

SaaStr

MAY 6, 2021

A CRO owns and directs the strategy over a company’s revenue cycle, but there’s not a set standard for operational or management decisions: in addition to sales and sales development, they might be responsible for customer success, lead generation and pipelines, and even marketing and brand development. Is a CRO right for you?

Sales Hiring 236

Sales Hiring Sales Recruiting Interviewing Revenue 236

SaaStr

FEBRUARY 22, 2019

Nick Mehta is the CEO @ Gainsight, the #1 customer success platform for corporate services, turning your customers into your best growth engine. In Today’s Episode We Discuss: * How Nick made his way into the world of SaaS and came to lead the charge in the category creation of customer success as CEO with Gainsight?

Sales Hiring 115

Sales Hiring Customer Success Scale Sales Recruiting 115

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. Customer Support vs. Customer Success. Increased Customer Expectations.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56

SaaStr

NOVEMBER 25, 2022

They demonstrate spectacular growth and expansion while revolutionizing and disrupting industries with new business models. Scaling to satisfy customers’ demands depends on innovation and foresight combined with enterprise-ready technology and the right partners. How Atlassian does business . Scale-ups are exciting.

Scale 224

Scale Scaling Marketplace as a Service Entrepreneurship 224

Sales Hacker

SEPTEMBER 4, 2018

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. What happens when you lose more customers than you gain? It may happen sooner or later, but failure is the only prospect a business faces when customer loyalty plunges. Guide overview: What is Customer Success?

Customer Success 56

Customer Success Scale Technical Review Systems Review 56