Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Utilizing technology makes it one of the easiest ways to keep more customers. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn.

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

SaaStr

NOVEMBER 27, 2021

Is your CS team growing as fast as your sales team? If this is your first SaaS company, you may not have ever hired or built a Customer Success team. This one isn’t nearly as risky as a VP of Sales , or a VP of Marketing hire. 3-10 or more years, if that’s your Customer Lifetime Value.

Sales Hiring 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

Intercom, Inc.

JULY 26, 2022

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. . That’s an example of customer success.

Customer Success 129

Customer Success B2C Churn Systems Review 129

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 136

Customer Success VP of Engineering Payments Payment Methods 136

SaaStr

OCTOBER 17, 2023

Customer success is all about outcomes. If you’ve raised venture capital, you know net revenue retention is important. What does NRR have to do with customer success? Anyone looking to grow their customer success team, or rather, drive growth and NRR, will have some valuable takeaways. Everything!

Scale 164

Scale Sales Hiring Customer Success Scaling 164

SaaStr

FEBRUARY 18, 2022

The definition of success will vary from business to business, from customer to customer. That said, customer success is evolving, and the importance of customer success continues to grow. Embed customer success into the core of your business. Offer enhanced value.

Customer Success 223

Customer Success Retention Company Culture Metrics 223

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. Retention is the new acquisition.

Customer Success 94

Customer Success Generative AI AI Scale 94

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. The global market research company conducted its first Forrester Wave™ evaluation of top customer success platforms.

Trends 91

Trends Customer Success Machine Learning Artificial Intelligence 91

Sixteen Ventures

MARCH 18, 2024

Pods, a collaborative team structure, have been around for several years but have become increasingly popular in both Customer Success (CS) and Sales, especially as the former has become even more efficiency-focused in the past year.

Customer Success 64

Customer Success Sales Growth Hacking Churn 64

Chart Mogul

JUNE 1, 2023

Companies with best-in-class retention grew at least 1.8x In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business.

Retention 90

Retention Metrics Benchmarks SaaS 90

ChurnZero

SEPTEMBER 10, 2021

We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan , otherwise called a variable compensation plan , produces the best results. This can be measured by how much they sell, the success of their team, or the success of the organization as a whole.

Compensation 97

Compensation Customer Success Churn Retention 97

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . Leading the charge.

Customer Success 110

Customer Success Churn Enterprise Trends 110

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. This means more than merely being able to hold a conversation about math.

Finance 98

Finance Metrics Customer Success Headcount 98

ChurnZero

JULY 7, 2020

Most people would say a great product or an aggressive marketing and sales strategy. Even though this is partly true, the reality is that happy customers make successful businesses. The better the service, and the more customer-centric your business is, the more likely it is to succeed. Build a Great Infrastructure.

Customer Support 90

Customer Support Customer Success Retention Customer Lifetime Value 90

Sixteen Ventures

AUGUST 14, 2022

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. To improve NRR, you generally need to do these things: Improve Customer Retention. That is, reduce “logo” churn or, put another way, keep customers from canceling or not renewing.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Circle of influence.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

ChurnZero

JANUARY 26, 2022

Improving Customer Retention and Account Management with the ChurnZero and HubSpot Integration. Reducing churn is at the forefront of all marketers’ minds. What does the data show about common reasons customers churn? How can teams use that data to get smarter about predicting customer churn before it happens?

Scale 97

Scale Churn Scaling Retention 97

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn.

SaaS Payments 98

SaaS Payments Churn Underperforming Technical Team Payment Methods 98

Valuize Consulting

APRIL 28, 2022

Churn: SaaS Growing Pains. In the recurring revenue world, churn scales with your business. The more your business grows and expands, the more churn you’ll experience. While some churn is expected, it must be kept at a manageable level in order to maintain a healthy customer retention rate.

Churn 52

Churn Retention Scale B2B 52

OPEXEngine

JUNE 2, 2020

If your startup is a SaaS (or any other business with customers paying on a recurring subscription basis), churn is a critical metric – particularly net revenue churn and gross revenue churn – that will need constant measurement. Churn is a phenomenon that can happen at any time in a customer’s journey with your business.

Retention 52

Retention Churn Revenue Metrics 52

CustomerSuccessBox

APRIL 7, 2022

So, it’s legit to have a customer success team in hand. But with effective customer success, it’s possible to attain those extra gains from the SaaS revenue model. Assess the quality of the customer success efforts. The golden metric to look at is Net Dollar Retention. That is important to track.

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Scale 97

Scale Customer Success Revenue Retention 97

Chart Mogul

MAY 3, 2023

Retention is arguably the most critical metric in SaaS regardless of a company’s stage. We sit down with Daniel Bakh, CEO & Co-founder at Fullview, Parker Moore, Head of Customer Success at Vitally, and Enzo Avigo, CEO & Co-founder at June to discuss recent trends in this key metric.

Retention 52

Retention Trends B2B SaaS 52

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? We defined customer renewals as measured by gross revenue retention (GRR). Here’s how the answers to that question—who owns customer renewals—tallied: 50.2%

Customer Success 52

Customer Success Management Sales Leadership 52

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? We defined customer renewals as measured by gross revenue retention (GRR). Here’s how the answers to that question—who owns customer renewals—tallied: 50.2%

Customer Success 52

Customer Success Management Sales Leadership 52

OpenView Labs

AUGUST 13, 2020

Sure, customer success (CS) teams are on the front lines of preventing churn. Ultimately, making customers succeed is a business-wide responsibility that requires contributions from each function. Ultimately, making customers succeed is a business-wide responsibility that requires contributions from each function.

Churn 57

Churn Customer Success Advertising Retention 57

Sales Hacker

AUGUST 18, 2021

Instead, they hold onto problems until they’re ready to churn. Good retention relies on your ability to get in front of the problem. At Outreach, we’re using activity-based customer health warnings to catch and solve problems early. The 2×2 driving our customer success. They’re already gone.

Churn 110

Churn Outsourced Development Education Systems Review 110

ProfitWell

AUGUST 21, 2019

And this week's question from Jason Hamilton at Testlauncher got us thinking about a crucial part of building those relationships – actually meeting our customers face-to-face. To see how in-person sales and customer success affects the long-term success of subscriptions, we looked at the data from over 3.5

Churn 61

Churn Customer Success Airlines Sales 61

ChurnZero

SEPTEMBER 16, 2022

Today, the greatest opportunity for efficient growth lies with Customer Success (CS) teams—the purveyors of customer loyalty. Find out how Customer Success builds financial fortitude and resilience in the latest Punk CX podcast, featuring ChurnZero CEO You Mon Tsang. Focus on your customers’ top three churn risks.

Customer Success 98

Customer Success Investment Churn Retention 98

Valuize Consulting

JANUARY 25, 2024

Mastering Digital Customer Success: Insights From Valuize Spark Toronto What does your Digital CS model look like today and what was the journey like to get here? In the rapidly evolving B2B recurring revenue economy, the focus on Digital Customer Success is more pertinent than ever.

Customer Success 52

Customer Success Sales Recruiting Scale Strategy 52

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

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 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

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. But in reality, it’s 45% expansion hiding 20% churn. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? 1 thing CS leaders can do to avoid CSM burnout, and how to keep needy customers from derailing your day.

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

Sixteen Ventures

AUGUST 8, 2023

You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?”

Customer Success 52

Customer Success Sales Growth Hacking Churn 52

Sixteen Ventures

AUGUST 8, 2023

You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?”

Customer Success 52

Customer Success Sales Growth Hacking Churn 52