TriTuns

JANUARY 21, 2020

*This is an updated version of the article , “The Big Bold Future Of SaaS Growth Is Customer Success” that I originally published on Software Executive Magazine in May 2019. This is fundamentally changing your business model and your mindset. THE BROKEN SAAS BUSINESS MODEL.

SaaS 71

SaaS Underperforming Technical Team Customer Success Business Model 71

TriTuns

JANUARY 21, 2020

*This is an updated version of the article , “The Big Bold Future Of SaaS Growth Is Customer Success” that I originally published on Software Executive Magazine in May 2019. This is fundamentally changing your business model and your mindset. THE BROKEN SAAS BUSINESS MODEL.

SaaS 71

SaaS Underperforming Technical Team Customer Success Business Model 71

OPEXEngine

OCTOBER 5, 2021

Over the past decade, software has created tremendous value for investors and businesses, thanks largely to its transformative effect on the economy , its role in developing new cloud-based business models, and its ability to increase efficiency in operations. Boost consumption through investments in customer success.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Outstanding brands create connections between customer needs and their solution.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Technical Advisors 52

Technical Advisors Technical Review Customer Success Software Review 52

CustomerSuccessBox

JUNE 17, 2022

Product analytics is the process of evaluating how your customers or users engage with your product. This enables your product team to identify and track engagement data and optimize the product. It, ultimately, helps customer success managers to drive product adoption among the users. Track and Measure Metrics and KPIs.

Churn 52

Churn SaaS Payments Underperforming Technical Team Payment Features 52

OPEXEngine

AUGUST 31, 2021

And while the concept has been around for years, for most of that time, tech debt was primarily the concern of product and engineering teams. They’re also increasingly holding their teams accountable to manage it appropriately. To be clear, every company accumulates a certain amount of tech debt over time. Measuring tech debt.

Technical Review 52

Technical Review Underperforming Technical Team Software Review Scale 52

OPEXEngine

AUGUST 31, 2021

And while the concept has been around for years, for most of that time, tech debt was primarily the concern of product and engineering teams. They’re also increasingly holding their teams accountable to manage it appropriately. To be clear, every company accumulates a certain amount of tech debt over time. Measuring tech debt.

Technical Review 52

Technical Review Underperforming Technical Team Software Review Scale 52

SaaSOptics

MAY 19, 2022

Again, corresponding variables such as customer acquisition cost ( CAC ) and customer revenue all tie back to your acquisition strategy. Below, we’ll dive into how to develop a customer acquisition strategy from start to finish. . How to Develop a Customer Acquisition Strategy.

Acquisition 59

Acquisition Scale Strategy Software Review 59

SaaStr

NOVEMBER 9, 2022

Developing a product that solves a customer’s pain point provides a sense of pride and can drive the positive, emotional moment of awe that retains customers for the long haul. Winning the trust of your customers may take time (and can be lost in a fraction of that time), but earning that trust is essential to success.

Underperforming Technical Team 43

Underperforming Technical Team Business Scale Business Model 43

Sales Hacker

OCTOBER 15, 2018

Nick talks to us all about customer success , how to measure it, how to think about it, what phases are important and relevant to your company when you’re incorporating customer success, and he also gives his point of view on why aliens have not yet visited the planet earth. What You’ll Learn. And on Stitcher.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

Totango

OCTOBER 2, 2020

Therefore, it is important to proactively deliver value with customer success best practices that work in both good and bad economic times, such as: Clear, Empathetic Communication. Establishing Customer Status and Goals. Of course, that customer data is useless unless it can be turned into action.

Retention 118

Retention Underperforming Technical Team Churn Customer Lifetime Value 118

Sales Hacker

OCTOBER 16, 2019

For several years, I ran account management at a marketing agency — a business model infamous for mismatched expectations and subjective quality of delivery. I’ve seen lots of good AND bad handoffs, and learned what to look for the hard way. It also increases word-of-mouth and keeps customers coming back for more.

Underperforming Technical Team 50

Underperforming Technical Team Sales Outsourced Development Onboarding 50

User Pilot

MAY 30, 2023

Put simply, user personas impact your entire business model. As a result, one of its primary customer personas is a Product Manager from a B2B SaaS company. This manager wants to better understand how users use their product so they can align users’ needs with product development and increase business revenue.

Social Media 96

Social Media Interviewing Underperforming Technical Team Product Marketing 96

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. If you do not currently use health scores, you can use this resource as a framework to set up scoring for your team.

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

Kellblog

MARCH 11, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by following set of beliefs. Believing that: A customer has a fixed budget that is 100% fungible between ARR (annual revenue revenue) and services. They will increase hiring into a heavy forecast and cut weak performers into a light forecast.

Underperforming Technical Team 99

Underperforming Technical Team Sales Hiring Consulting Forecasting 99

User Pilot

MAY 11, 2022

Are you aware that product user segmentation affects all stages of the user journey and the overall growth of a business? You can use product usage data to develop an effective marketing strategy, improve products, retain customers , as well as to accelerate customer adoption. Business Model. Job Titles.

SaaS 94

SaaS Underperforming Technical Team Onboarding Churn 94

OPEXEngine

APRIL 5, 2022

Driven by the successes of companies like Slack, Zoom, Calendly, and Dropbox, Product Led Growth—or PLG—is being viewed by some as the new, better, standard for software business models. Poor-fit customers can weaken the product over time. Freemium opens the aperture of the types of customers you will attract.

Development Team Review 52

Development Team Review Software Review Systems Review Underperforming Technical Team 52

Baremetrics

AUGUST 1, 2021

Acquiring customers for SaaS is a completely different ball game altogether than, say, for the traditional business models (think: eCommerce, for instance). In the SaaS industry, acquiring new leads through short-term marketing promotions will not cut it--which works as a killer strategy for the eCommerce business model.

Acquisition 98

Acquisition Strategy SaaS Underperforming Technical Team 98

OPEXEngine

DECEMBER 23, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by the following set of beliefs. Believing that: A customer has a fixed budget that is 100% fungible between ARR (annual revenue revenue) and services. As an independent business, it can easily run in the 30-40% range.

Underperforming Technical Team 52

Underperforming Technical Team Sales Hiring Consulting Forecasting 52

Totango

AUGUST 27, 2019

In today’s customer-centered economy, focusing on short-term customers is an outdated business model. Instead, enterprises must nurture every customer relationship to increase retention and customer lifetime value (CLV). . Are customers reporting poor experiences?

Customer Lifetime Value 61

Customer Lifetime Value Underperforming Technical Team Acquisition Education 61

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? Here’s what Eyal and Megan talk about: How to develop software faster. But I think what it boils down to is also how newer technology is being developed and the ability for it to inter-operate with other platforms. What should they look for in those reps?

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

SmartKarrot

DECEMBER 24, 2021

After developing a hypothesis, you can test it by launching a Minimum Value Product (MVP). Once you feel there is a market for your product, you can scale it up according to the requirements and feedback you gathered through your initial customers. Poor management . More churn than growth .

Underperforming Technical Team 10

Underperforming Technical Team Technical Review SaaS Systems Review 10

SmartKarrot

JULY 14, 2020

The B2B Tech world is booming with SaaS business models. What Is the SaaS Business Model? The SaaS business model is basically a subscription-based service. Aside from this, customer loyalty is of huge importance to all of these models, as that is the only thing that keeps them afloat.

Business Model 10

Business Model B2B SaaS Payments Payment Features 10

User Pilot

JANUARY 30, 2023

The product adoption curve is a concept created by Everett Rogers back in 1962 and further developed by Geoffrey Moore in 2014. In SaaS, as you develop your product and achieve product-market fit , you must consider the five user segments so you can improve product adoption and grow your business. They include: Innovators.

Technical Review 88

Technical Review Software Review Underperforming Technical Team Education 88

SaaStr

SEPTEMBER 10, 2020

What can teams do to bring their themes to life? As I’ve said before, I’ve heard so many good things from Brian and the team at Venrock. And so I started to build some of classic demand gen functions, like BDR team. So an outbound model and field model, cause we didn’t have those at the time.

Scale 173

Scale Sales Hiring Software Review Technical Review 173

Sales Hacker

MAY 24, 2021

We get the best results when both the sales and the marketing teams’ content is based around the customers and their desired outcomes. The first thing we do to get them working from the same page is identify our Ideal Customer Profile (ICP). Speak to your customers. Alex is the boss. Use content to get them there.

Marketing 71

Marketing Sales Underperforming Technical Team Social Media 71

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. Does one have to expand the product line to retain customers? First, what is continuous customer development?

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

SaaSHolic

DECEMBER 2, 2021

Product onboarding is an essential part of customer activation and retention for businesses that are SaaS providers. One of the best things you can do for your customers’ success as a SaaS provider is to ensure that you walk them through a wholesome onboarding experience. What makes an onboarding experience a bad one?

Onboarding 52

Onboarding Strategy SaaS Underperforming Technical Team 52

SaaStr

MARCH 18, 2019

Scaling the company’s employee base, sales teams, marketing, and operations—all while preserving its culture—has required a laser focus on first principles, smart processes, and effective hiring. In fact, more than 80% of Americans in the last year bought through Stripe, but obviously through a business that ran on Stripe.

Scale 117

Scale Payment Services Payment Methods Sales Hiring 117

User Pilot

MARCH 15, 2022

An effective go-to-market strategy includes a selling strategy, pricing model, target audience, and most suitable channels for marketing your product. Focusing on the proper metrics at this stage is crucial to how successful or bad your GTM plan will be. What is a go-to-market (GTM) strategy? GTM strategy. Slack and Dropbox.

Strategy 84

Strategy Marketing SaaS Customer Lifetime Value 84

SmartKarrot

FEBRUARY 2, 2021

When it comes to customer success career paths, customer success manager stands doubtlessly on the top. With the rise of SaaS industry and most companies shifting their business model to subscription-based, the rise in customer success jobs is understandable. Customer Marketing.

Customer Success 8

Customer Success Scale Underperforming Technical Team Software Review 8

OpenView Labs

JANUARY 29, 2020

How to optimize your freemium model. Freemium success stories. Stories of ditching a freemium model. When is freemium the right strategy for your business? Is Freemium The Right Business Model? Or, is it a high risk, dead-end approach likely to burden you with runaway costs and few paying customers?

Pricing 82

Pricing Payments SaaS Payments Payment Solutions 82

OpenView Labs

JULY 8, 2019

The situation was this: our engineering team was constantly innovating and adding new functionality. We had a number of customers that paid month-to-month. As you might imagine, many of Zendesk’s customers were not thrilled with this offer. Like any core piece of your business, pricing requires regular, intentional attention.

Pricing 61

Pricing Sales Hiring Underperforming Technical Team SaaS 61

Chargify

APRIL 23, 2019

As to gaining your first paying customers, “There isn’t a hard-and-fast number, but you need enough users moving through so you can see whether people are sticking around and using your product or abandoning it,” says Morgan Brown. After all, that monthly recurring revenue is the engine that makes a SaaS business work.

Scale 74

Scale SaaS Payments Scaling Payment Services 74

OpenView Labs

SEPTEMBER 17, 2019

Lack of segmentation leads to weak product-market fit. This, in turn, signals potential churn, difficulties getting new sales reps productive, below-average win rates, weak pricing power and never-ending product roadmap discussions. But sales looks more like customer success in a PLG business.

Benchmarks 41

Benchmarks Underperforming Technical Team Scale SaaS 41

SaaStr

NOVEMBER 16, 2020

What does it take to scale a sales team successfully? I’ve heard so many good things from Kobie, now at Upfront, and then also the team at Openview. Andy MacMillan: I started my career in tech actually as a developer. How does one instil volume based pricing without disincentivizing usage? Andy MacMillan: Excellent.

Sales Hiring 200

Sales Hiring Scale Leadership Sales Enablement 200