ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Not so much.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

Customer Success 64

Customer Success Underperforming Technical Team Consulting Software Review 64

ChurnZero

AUGUST 14, 2020

At ChurnZero, we’re humble enough to admit that Customer Success software can’t do it all, and quite frankly, it shouldn’t. We stick to our circle of competence and focus on our area of expertise: Customer Success software. It’s Customer Success for us. Customer Relationship Management (CRM) Software.

Payments 87

Payments Payment Solutions Customer Success Software Review 87

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams. Poor strategy, organization, and execution hurt your productivity and therefore your scalability.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

CustomerSuccessBox

JULY 11, 2022

Especially, with a big account churn. Anyone who jumps ship is a dead-end for customer success in their eyes. These establishments devote all of their time and resources to pampering newcomers, allowing other customers to suffer the door slamming on their exit. The route includes account churn.

Churn 52

Churn Payment Services Payment Methods SaaS Payments 52

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

Customer Success 59

Customer Success Sales Hiring Scale Underperforming Technical Team 59

Chart Mogul

NOVEMBER 7, 2019

At the Product-Led Institute, we developed the “Triple-A” sprint, which focuses on rapidly identifying problems, building solutions, and measuring impact. The Triple-A sprint gives you a way to build a sustainable growth process and can be used by any team in your business. Did your high bounce rate lead customers to churn?

Underperforming Technical Team 69

Underperforming Technical Team Development Churn Metrics 69

Chart Mogul

NOVEMBER 7, 2019

At the Product-Led Institute, we developed the “Triple-A” sprint, which focuses on rapidly identifying problems, building solutions, and measuring impact. The Triple-A sprint gives you a way to build a sustainable growth process and can be used by any team in your business. Did your high bounce rate lead customers to churn?

Underperforming Technical Team 52

Underperforming Technical Team Development Churn Metrics 52

CustomerSuccessBox

MARCH 14, 2022

A customer is dissatisfied with your service and has indicated that they are considering canceling. How do you deal with an annoyed customer? Is there anything that can be done to keep them from churning? How do you restore customer satisfaction? How to restore Customer Satisfaction. So, what exactly do you do?

Underperforming Technical Team 52

Underperforming Technical Team Customer Success Leadership Churn 52

ChurnZero

OCTOBER 4, 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. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. Lastly, he provides his piece of advice to all founders that are looking to become customer-centric. We hired everybody on our teams. So I start with a simple question.

Scale 274

Scale Underperforming Technical Team Sales Hiring Engineering 274

Frontegg

MARCH 17, 2022

Sales-Led Growth is all about marketing and sales teams. The CMO or VP Marketing sets the tone with the messaging, campaigns are run on various channels to generate leads, content is leveraged to generate inbound traffic, and the sales teams eventually contact the prospects to close deals. Customer Acquisition Cost (CAC).

Scale 105

Scale Technical Review Underperforming Technical Team Sales 105

SaaStr

FEBRUARY 25, 2020

And when you think about that, why are you focused on creating champions isn’t just good enough to have successful customers? Certainly you’re reducing churn. So the first thing you want to think about is basing your culture of your company around customer success. Second, define your customer journey.

Scale 218

Scale Underperforming Technical Team Sales Hiring Software Review 218

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. Do I Need More Than One Customer Health Score? Or they can be as complex as: “We had two paths for customers.

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

SaaStr

JULY 15, 2022

Jason Lemkin: You certainly can hire a whole content team and build 10,000 pieces of content, but I will tell you what I have always seen work is one incredible piece a week. Jason Lemkin: But usually your teams can’t do that. So you’re going to need at least three of those in the sales ops team. This always works.

Scale 246

Scale Outsourcing Services Sales Hiring VP of Engineering 246

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

Totango

OCTOBER 22, 2020

Customers want to feel valued, and if a company is not meeting their need for conflict-resolution, it can lead to dissatisfaction, and eventually, cause them to find a new provider. . The proper usage of an escalation management framework can help you avoid these churn-inducing scenarios. Poor Customer Feedback .

Management 64

Management Underperforming Technical Team Software Review Systems Review 64

ChurnZero

AUGUST 25, 2021

This can lead to churn if you’re not the low-cost leader in your industry. Engaging with customers on this topic can also help to see if their concerns boil down exclusively to pricing or if there’s something else in play. Leadership. Customer Success & Support. Customer Success Around the Web.

Scale 98

Scale Underperforming Technical Team Benchmarks Pricing 98

ChurnZero

JANUARY 12, 2021

For the customer, it feels like they have to take an extra step to accomplish what should have happened, from their perspective, in the first place. Other teams who need to get involved may feel like they don’t have an incentive to help or the support from their own leader. Customer Success Around the Web.

Underperforming Technical Team 64

Underperforming Technical Team Customer Success Churn Leadership 64

Sales Hacker

APRIL 22, 2022

While you may feel pressure to focus your team on immediately starting to close opportunities at the start of each new quarter, you’re doomed to repeat the mistakes of your past if you don’t take some time to review. Related: How to Prepare for a Sales Development QBR. isn’t evaluating your company’s impact on customers’ business.

Sales Hiring 90

Sales Hiring Sales Forecasting Underperforming Technical Team 90

SaaStr

SEPTEMBER 6, 2019

As for Jon, prior to being Chief Customer Officer at Box, he was Senior VP of Customer Success, responsible for all post-sales services Box provides from implementation to user adoption and more. What does Jon mean when he says, “You have to constantly bring your customers to the forefront of your employees minds”?

Sales Hiring 132

Sales Hiring Scale Underperforming Technical Team Software Review 132

SaaStr

MARCH 12, 2019

And so I just want to throw in a framework around product market fit measured by customer value creation, then go to market fit measured by economics, then we scale fast. So first off, I’m saying we start with customer success. Isn’t sales really around customer value creation? Growth and milk. What is sales?

Scale 213

Scale Sales Hiring Revenue VP of Engineering 213

SmartKarrot

NOVEMBER 24, 2021

Every leader should develop a personal framework to organize how they approach their work. Customer Success leaders benefit from a personal framework since time is in short supply and we constantly need to prioritize our efforts. What are my P’s & T’s of Customer Success? Priorities, Program, Tools and Team.

Customer Success 19

Customer Success Sales Recruiting Scale Underperforming Technical Team 19

BrightBack

AUGUST 19, 2019

In today's world, there's more revenue to be earned after initial purchase, so companies must do everything they can to extend the lifetime value of the customers they fought so hard to acquire. Here are three ways to grow your business utilizing customer retention. Organize your teams around the customer relationship.

Retention 55

Retention Underperforming Technical Team Strategy SaaS Payments 55

SaaStr

JANUARY 28, 2020

Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Obviously, marketing and investments are expensive and we know the cost to keep a customer is obviously a lot less. We were wrong. Aaron : No.

Sales Hiring 205

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 205

SaaStr

OCTOBER 4, 2019

As for Jeppe, prior to founding Pleo he was the CEO @ Nodes, a design and development house that worked with brands including Loreal, BMW and Lego. The mortality rate of SMBs is so high that you are going to always have high churn due to the customer segment? How does leadership change for Jesse in the face of scale?

Scale 121

Scale SaaS Payments SMB Sales Hiring 121

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. When I was hired, I came in with one salesperson and zero dollars in recurring revenue and over the next four years grew the sales team to over 140 employees and 55 million in recurring revenue. FULL TRANSCRIPT BELOW.

Sales Recruiting 262

Sales Recruiting Sales Hiring Scale Sales 262

Baremetrics

AUGUST 23, 2021

You need to have a strategic approach that includes identifying your market fit, developing appropriate positioning and marketing strategies, and measuring performance. It acts as a product launch blueprint for your business, enabling you to reach customers and sell your product more effectively. Brand Positioning 2.

Strategy 104

Strategy Scale Payment Features Software Review 104

SaaStr

AUGUST 20, 2020

343: Kyle Parrish is the Head of Sales @ Figma, the company that helps teams create, test and ship better designs from start to finish. Kyle was in charge of creating the Austin, Texas sales team @ Dropbox, what were some of his biggest lessons when it comes to moving sales outside of HQ? What worked? What did not work?

Sales Hiring 195

Sales Hiring Sales Recruiting Scale Technical Advisors 195

ChurnZero

FEBRUARY 5, 2020

When developing sessions for BIG RYG , our primary goal is to – Speak Simply, Be Real and Challenge the Audience. We aim to help CS professionals excel in their career and understand what it takes to deliver exceptional ongoing customer value at all levels of your organization. We want to have fun while keeping gimmicks to a minimum.

Underperforming Technical Team 64

Underperforming Technical Team Customer Success Churn Communication 64

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. High churn on one-year deals (often 25% or higher) due to failed implementations.

Underperforming Technical Team 99

Underperforming Technical Team Sales Hiring Consulting Forecasting 99

Chart Mogul

APRIL 24, 2020

Having successfully awakened us to impending danger, they’re now sending mixed messages — “ Churn is up!” “ LTV is up!” Was that the last wave of bad news?’ ‘I’m Broadly, there are 3 key assumptions on which our new forecast will be built: How bad will it get: what is our new normal? How bad will it get? Revenue is down!”

Forecasting 98

Forecasting SaaS Underperforming Technical Team Marketplace as a Service 98

ProfitWell

FEBRUARY 4, 2020

Here are the topics: Leadership. Personal development. So while we're on board with the leadership and business realm of this list, we're also eyeing the “personal development” and “fantastic storytelling” sections. Part of the reason it’s so successful is because it’s a spectrum. Empowerment. Gerstner Jr.,

Underperforming Technical Team 45

Underperforming Technical Team Software Review Leadership Subscription 45

ChurnZero

AUGUST 25, 2021

This can lead to churn if you’re not the low-cost leader in your industry. Engaging with customers on this topic can also help to see if their concerns boil down exclusively to pricing or if there’s something else in play. Leadership. Customer Success & Support. Customer Success Around the Web.

Scale 52

Scale Underperforming Technical Team Benchmarks Pricing 52

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

SaaStr

JULY 30, 2020

What are the leading indicators that a sales rep is successful? What are the core metrics founders should measure to determine the effectiveness of their reps and sales teams? Peter Kazanjy: Most of the literature is really for existing sales leadership or sales professionals, but not for people who have never sold before.

Part-Time VPE 202

Part-Time VPE Scale Sales Recruiting Sales Hiring 202

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. High churn on one-year deals (often 25% or higher) due to failed implementations.

Underperforming Technical Team 52

Underperforming Technical Team Sales Hiring Consulting Forecasting 52