ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! Customer apathy and disillusionment will be the hairiest churn monsters to beat in 2019.” – Brooke Goodbary, Customer Success Consultant, www.Brooke.land. A CX Consulting. Now let’s go out and fight churn in the new year! Let’s talk 2019 predictions.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

SaaStr

OCTOBER 26, 2023

In a year like this, SMB is doing worse, with a lot more churn and startups going out of business. But in other years, SMBs are jumping in the boat, so you get amazing growth long-term with a multi-segment strategy. Sometimes, it might look like SMB churn when they’re really just moving into mid-market.

Sales Hiring 215

Sales Hiring AI SMB Scale 215

SmartKarrot

JANUARY 10, 2023

Develop the digital marketing, e-commerce and consulting skills of the SMB CSM teams through continued education, with the intent of forming CSMs who become key stakeholders in the success of the customers. Track client escalations and minimize customer churn. Ramp up CSMs’ knowledge of the platform and internal operations.

Customer Success 19

Customer Success Technical Review Outsourced Development Systems Review 19

OPEXEngine

NOVEMBER 17, 2020

After that point, the company becomes a new subscription, a new customer (and the previous contract was churn). As a result, the company was comparing itself to companies selling millions of low-priced subscriptions in a high-volume, transactional SMB model. But this company had more of an enterprise sales model.

Systems Review 52

Systems Review Technical Review Payment Features Scale 52

SaaStr

NOVEMBER 2, 2019

How does Krish think about purely serving the SMB market? How does he think about the mortality rate of SMBs? How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise? How do you think about customers scaling out of that bracket and churn as a result?

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! Customer apathy and disillusionment will be the hairiest churn monsters to beat in 2019.” – Brooke Goodbary, Customer Success Consultant, www.Brooke.land. A CX Consulting. Now let’s go out and fight churn in the new year! Let’s talk 2019 predictions.

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

SmartKarrot

AUGUST 23, 2021

Execute consulting projects with customers. Monitor customer account health, identify customers at risk of churn, and take proactive steps to address present/upcoming risks. Build long-lasting relationships with customers to increase retention, minimize churn and drive loyalty & advocacy.

Customer Success 19

Customer Success SMB Consulting Retention 19

SmartKarrot

SEPTEMBER 12, 2022

Apply here: [link] Role: Customer Success Manager, SMB Location: New York, NY, US (Hybrid) Organization: Yotpo As a Customer Success Manager, you will successfully and consistently deliver ROI and value for the customers by consulting for their business while leveraging Yotpo solutions.

Customer Success 19

Customer Success Scale SMB Technical Review 19

SaaStr

FEBRUARY 8, 2019

How does the successful profile of a sales rep depend on (1) whether you are selling to SMB or enterprise? (2) Then I did a bunch of consulting to these amazing startups in Silicon Valley. Number one, does the success profile differ on the market that one’s approaching, be it SMB or Enterprise, does that make a difference?

Sales Hiring 115

Sales Hiring Scale Sales SMB 115

SaaStr

OCTOBER 15, 2019

Unlike when selling into SMB businesses that kind of can go from a demo, to a conversion, to a close in a matter of days, enterprise sales is a lot more complicated and it’s hard to navigate through. So as Lauren sort of alluded to, we started by focusing on SMB’s. It’s not going to work.

Underperforming Technical Team 155

Underperforming Technical Team Sales Hiring compliance SMB 155

SmartKarrot

OCTOBER 11, 2022

Suggest compensation plans for CS roles such that they promote upsells/cross sells and reduce churn. Deploying the platform using a consultative approach that assists customers in meeting their strategic goals while simultaneously quickly achieving value. Drive and build repeatable processes in the SMB and MM book of business.

Customer Success 19

Customer Success Technical Review Systems Review Outsourced Development 19

Sales Hacker

FEBRUARY 12, 2021

Enterprise CRM vs. SMB CRM. Track your recurring revenue, upgrades, downgrades, and churn. This feature is designed to predict which sales leads are more likely to convert, churn risk, lifetime value, delayed payment, and more trends and patterns that managers can use to inform decisions. Create and send proposals using quotes.

Payment Solutions 88

Payment Solutions Enterprise Scale Payments 88

SmartKarrot

SEPTEMBER 29, 2022

Serve as project manager and leader for critical cross-functional initiatives such as building Business Value consulting expertise for Strategic customers, standing up a CS/Sales qualified lead engine process, or developing Scaled / Tech Touch programs for SMB/MM customers.

Customer Success 19

Customer Success Scale Sales Hiring Technical Review 19

SmartKarrot

FEBRUARY 4, 2021

Proactively monitor customer engagement and program effectiveness to identify potential risks and prevent customer churn. Maintain a regular cadence with accounts and key stakeholders to identify churn risk to work proactively to eliminate risk factors. Consistently meet and exceed the set Engagement & Transformational Goals.

Sales Recruiting 10

Sales Recruiting Customer Success Technical Review SMB 10

SaaStr

AUGUST 9, 2019

Prior to Kustomer, Vikas spent over 20 years implementing, consulting, marketing, and selling CRM and ContactCenter solutions with companies like LivePerson and Oracle. I think that’s where if you look at, we are very proud of our churn rate, being in market now for two years with 0% churn. A couple of questions on this.

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

SmartKarrot

JANUARY 5, 2022

His company Practical CSM Academy provides global customer success management consulting, training and certification services. Nils Vinje is an admired Customer Success Executive, Author, Speaker, and Consultant. When he’s not writing and consulting, he can be found contributing to non-profit initiatives. . Andrew Marks.

VP of Engineering 23

VP of Engineering Customer Success Scale Technical Review 23

SmartKarrot

FEBRUARY 8, 2021

Actively manage the success of a portfolio of assigned InfluxData Enterprise customers, with the end goal of reducing churn and driving expansion. Manage a portfolio of accounts ranging from SMB to Enterprise (1000+ employees). Develop methods to identify and address at-risk accounts.

Customer Success 10

Customer Success Technical Review Consulting SMB 10

SaaStr

SEPTEMBER 4, 2020

Often you needed consultants and boards and change management experts to be involved to help you convince your people that even if it wasn’t broken, they needed to fix it, to disrupt something that was working really well. We don’t count that as churn. Do you have a nuanced view of churn at the very low end of the market?

Scale 159

Scale Underperforming Technical Team Sales Hiring Branding 159

SmartKarrot

NOVEMBER 3, 2020

Drive a high performing CS team strategy with a highly consultative, analytic, and customer-centric mentality to cater to both SMB and enterprise-level accounts. Evaluate and adapt KPI’s and metrics to drive adoption, retention, growth, and reduce churn. Own and manage customer escalation situations at the Senior level.

Customer Success 10

Customer Success Scale SMB Consulting 10

Aaron Beashel

MAY 5, 2014

The above diagram is an example for an organisation that uses a combination of touchless acquisition for SMB customers and inside sales for enterprise customers. There is a two-fold focus here; retain paying customers by preventing them from churning and activating your most engaged customers and turning them into evangelists.

Engineering 100

Engineering Scale SaaS Acquisition 100

SmartKarrot

JANUARY 5, 2021

Proclaimed as the Customer Success growth expert, consultant, and thought leader, Lincoln is a customer-centric growth mastermind. Apart from consulting and writing about customer lifecycle management and sustainable profitability, he is a generous contributor to non-profit initiatives. Lincoln Murphy. Rick Adams. Julie Hogan.

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

ChurnZero

AUGUST 23, 2019

You have to have Implementation Consultants. I have seen CSMs, Implementation Consultants, Product Manager, roll up their sleeves and dive in on projects. We think about a Marketing Ops Team if you have a SMB kind of go-to-market business, they are focusing on lead generation and scales. Customer Success Around the Web.

Sales Hiring 40

Sales Hiring Scale Customer Success Retention 40

SaaStr

JUNE 1, 2021

The other thing that dropped our odds of success was the fact that we were focused on small business, on the SMB market, and everyone we talked to, literally everyone. Do not…,” and the reason is no one hardly ever has succeeded in building a big business in SMB. Jason : How do you find that pre churn?

Part-Time VPE 226

Part-Time VPE Technical Cofounder CTO Hire New CTO 226

SmartKarrot

APRIL 27, 2021

Apply here: [link] Role: Customer Success Manager Location: Remote, London Area, United Kingdom Organization: Veda Consulting Company As a Customer Success Manager, you will work closely with our team of software developers advising clients on how to best utilize CiviCRM. Project Manage using an Agile approach.

Technical Advisors 10

Technical Advisors Customer Success Outsourced Development Customer Lifetime Value 10

SmartKarrot

NOVEMBER 18, 2020

Drive customer success outcomes by focusing on improving an already high retention rate, with less than 5% churn per year. Improve platform and services adoption rate and minimize customer and revenue churn. Leverage Customer Health analytics to identify customer expansion opportunities & churn risks. Ensure Smartly.io

Merchant Services 10

Merchant Services Technical Advisors Customer Success Payment Services 10

FastSpring

JANUARY 27, 2022

For example, Jon Torres — a digital marketing consultant specializing in SaaS commerce — noticed that, for some of his clients, refund requests spiked around renewal time. “It In this piece, we offer seven case studies from SaaS companies — small tweaks they made to reduce churn and increase customer LTV.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

SaaStr

JULY 12, 2022

He immediately made him head of SMB. The 20 to 40K thing is consultative. They churn through VP of sales. Audience Member : How do you feel, pre that point, but you’re trying to get some process, hire a consultant to get some better scripts or more approaches to consultant help. Now, he’s CRO at Brex.

Sales Hiring 262

Sales Hiring Part-Time VPE VP of Engineering Sales Recruiting 262

SaaStr

JULY 30, 2020

How does this differ between SMB and enterprise? So what would end up happening, of course, is they wouldn’t adopt, they wouldn’t utilize, and of course, they’d churn. This is why you see SMB focused sales organizations like Zenefits, or Yelp, or Yaxed, or what have you.

Part-Time VPE 201

Part-Time VPE Scale Sales Recruiting Sales Hiring 201

SaaStr

OCTOBER 29, 2019

This is a mobile solution for SMB’s to send an invoice and get paid. This means net of churn in downgrades, your existing customer base that sticks around is actually paying you more over time on the order of 130% revenue retention. They hear the voice of the prospective customer, of the churn customer.

Payments 100

Payments Pricing Compensation SaaS Payments 100

Sales Hacker

AUGUST 18, 2023

Tread carefully revenue pros… To help you sidestep some of the potential growing pains, here are 15 mistakes GTM teams often make when moving upmarket (and how to avoid them): One big flag would be shifting the conversation to consultative vs. transactional, which many reps don’t understand how to do. Remember this is an experiment.

Scale 70

Scale VP of Engineering Sales Hiring Enterprise 70

Sales Hacker

APRIL 21, 2022

You’ll need to acquire less customers to generate the same amount of revenue and bigger companies have a lower churn rate. After a couple of years, we had built a solid SMB business, but realized that in order to hit our growth goals we needed to move up-market. It’s an acquisition motion similar to consumer or SMB marketing.

Marketing 89

Marketing Sales Hiring SaaS SMB 89

yoursales

JANUARY 28, 2022

With sales consulting, lead generation, and outsourced sales clients in the range of 1 to 1500 full time employees you can imagine we come across quite a few different CRMs. Mimiran – More Leads and More Deals for SMB Services Business. Churn Buster - Recover More Failed Payments. Churn Buster - Recover More Failed Payments.

Scale 111

Scale Payment Methods Payment Solutions Sales Recruiting 111

Chart Mogul

SEPTEMBER 15, 2023

Trying To Reduce Churn Rate? Avoid These 3 Common Myths by Natalie Rothfels, Behzod Sirjani, and Ely Lerner Reducing churn is frustrating because most product teams approach it incorrectly: They see all churn as bad and avoidable They myopically focus on customer resurrection They assume churn is the end of a journey I Was Wrong.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

Sales Hacker

APRIL 24, 2018

How to use NPS to improve revenue growth and reduce churn. We sell mostly to SMB restaurants but we also sell to enterprise and mid-market restaurants. I’ve changed the mission of the account management team to be much more consultative and proactive. Everybody has the ability to influence churn positively.

Customer Success 43

Customer Success Business Scale Point of Sale 43

yoursales

JANUARY 29, 2021

Mimiran – More Leads and More Deals for SMB Services Business. Mimiran – More Leads and More Deals for SMB Services Business. Churn Buster - Recover More Failed Payments. Churn Buster - Recover More Failed Payments. Chatbots.expert - #1 Full Customer Journey, Cross-functional Chatbots Software & Consulting.

Scale 104

Scale Payment Methods Payment Solutions Sales Recruiting 104

SaaStr

DECEMBER 6, 2019

Prior to Oracle, Des was the CMO @ Kerio Technologies marketing to over 60,000 SMB customers and 5,000 channel partners. Prior to Oracle, Des was the CMO of Kerio Technologies, marketing to over 60,000 SMB customers and 5,000 channel partners. Great point, Harry.

Sales Hiring 132

Sales Hiring Cloud Mobile Technology 132

SaaStr

JULY 29, 2022

There was another company I invested in called Automile, that for a while was quite successful in SMB fleet tracking, tracking where your fleets of vehicles are. Now they subsidized it with consulting and other businesses. Jason Lemkin: Another one I’ll tell you and then I’ll take the next question.

Scale 222

Scale Scaling Sales Hiring Enterprise 222