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

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

Chaotic Flow

AUGUST 18, 2015

SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. Churn Starts on Day One. It begins, because churn starts on day one.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Sixteen Ventures

AUGUST 1, 2018

Churn… ya boring. I’m so over talking about churn and if you really understand what Customer Success is all about , you should be, too. Churn is so easy to get rid of… you just have to do five simple things. Once churn is a non-issue, you can focus on growth. Customer Success-driven Growth.

Churn 129

Churn Underperforming Technical Team Sales Hiring Customer Success 129

ChurnZero

MARCH 15, 2019

Churn Monster #10: Bad Fit Customer . This month we are going to take a look at a churn monster that we’ve all experienced but is different than all the rest, for one very specific reason, that we will get into. We’re talking about a bad fit customer. You are worried you have acquired a bad fit customer.

Underperforming Technical Team 45

Underperforming Technical Team Churn Software Review Compensation 45

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

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. Cost centers do not directly generate revenue for the business.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

SaaStr

DECEMBER 14, 2020

Eventually, you’ll figure out how to get better at closing “all the seats”, all the revenue, up front. But don’t push the customer and prospect to a breaking point before you’ve “earned” the right, from a brand perspective, to ask for all the seats up front. Lean in >heavily< on customer success. A lot more.

Scale 293

Scale Sales Hiring Underperforming Technical Team Point of Sale 293

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

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. Interpersonal skills.

Sales Hiring 90

Sales Hiring Customer Success Sales Recruiting Technical Review 90

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. Analyze the drop-off stage.

Churn 52

Churn SaaS Payments Underperforming Technical Team Payment Features 52

ChurnZero

APRIL 9, 2021

Customer Success is fueled by customer interaction. In honor of Stress Management Awareness Month, we invited Ryan Johansen, Customer Success Director at RapidMiner, to share his experience dealing with extreme burnout and show us how to survive and thrive under the pressures of being a Customer Success professional.

Customer Success 98

Customer Success Underperforming Technical Team Sales Hiring Company Culture 98

SaaStr

SEPTEMBER 24, 2020

You know how everyone says you'll never look and wish you'd kept a bad VP as long as you did? Because to scale, you are going to need to add a true management team, and then a second one, and then layers of management. The fewer weak hires they continue to make. The less they slow down feature development.

Sales Hiring 211

Sales Hiring Part-Time VPE Scale Underperforming Technical Team 211

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

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 74

Churn Underperforming Technical Team Development Technical Review 74

Chart Mogul

NOVEMBER 24, 2022

Naturally, this puts extra pressure on customer success. After all, it’s the customer success teams that drive growth through retention and churn mitigation. So, what’s the best way to drive retention and mitigate churn in 2023? Naturally, this puts extra pressure on customer success.

Churn 52

Churn Retention Underperforming Technical Team Scale 52

ChurnZero

MARCH 19, 2021

Even if that additional upfront work makes us happier or far more successful in the end, we’d rather remain unhappy than make ourselves vulnerable to the unknown of change. Don’t spring sudden changes on your customers or team. Change, such as using a new product, affects our autonomy and power.

Customer Success 88

Customer Success Management Systems Review Technical Review 88

ProfitWell

MARCH 2, 2020

That’s what makes a customer success strategy so important. Thinking proactively about how to build products that help customers achieve their goals is the best tool you have for building lasting relationships. It compounds, fostering stronger relationships that retain customers long-term. What is customer success?

Customer Success 72

Customer Success SaaS Payments Strategy Payment Services 72

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles.

Sales Hiring 97

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 97

Chart Mogul

JULY 8, 2020

Tired of the same ol’ “X proven ways to reduce customer churn”? Conversion copy expert Gillian Singletary suggests a new framework to align copy across all your platforms and use it to instill customer loyalty. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn.

Branding 133

Branding Churn Underperforming Technical Team Retention 133

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

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 52

Churn Underperforming Technical Team Development Technical Review 52

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

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Achieving a 125% increase in ARR (Annual Recurring Revenue) is not an easy task. as these are crucial to improve your revenue), and try not to skip any point. Account health KPIs- Product adoption, customer usage, etc.

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

Chart Mogul

MAY 30, 2019

At ChartMogul, our aim is to help our customers become category leaders. We know that transformational customer success focuses on proactive, strategic engagement. It ensures that users are successful. And this kind of customer success may even transcend traditional boundaries to the collective benefit of all parties.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

User Pilot

MARCH 27, 2023

We finish with an overview of product analytics tools that your team can benefit from. Product analytics are used not only by the product team but also by the customer success and the marketing team, as well as UX designers and devs. As a result, product teams are able to make quicker decisions.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Churn User Experience 98

Valuize Consulting

JULY 22, 2021

Accelerate Customer Success With Customer Success Operations. Customer Success (CS) Operations is a new addition to the world of Customer Success that has grown exponentially in both size and scope over the last few years. I know most companies focus on: ‘why are we churning customers?

Customer Success 52

Customer Success Scale Underperforming Technical Team Government 52

User Pilot

MARCH 28, 2024

User analytics play an essential part in the product development and management process. Its aim is to help teams understand user behavior and offer actionable insights on how to improve the user experience. Armed with such insights , teams can better prioritize product initiatives to deliver more customer value faster.

Underperforming Technical Team 52

Underperforming Technical Team Data Analysis AI User Experience 52

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

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

Software 91

Software Underperforming Technical Team Churn Customer Success 91

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? Let’s talk 2019 predictions.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Reduce churn.

Customer Success 67

Customer Success Management Sales Hiring Underperforming Technical Team 67

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

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

ChurnZero

SEPTEMBER 21, 2018

Churn Monster #4: The Victim. Today we are going to take a look at our fourth churn monster – the victim. This is one of the worst churn risks out there, because the customer isn’t actually doing anything wrong, but they are still being affected in a negative way, which increases their likelihood to churn.

Churn 45

Churn Underperforming Technical Team Systems Review Customer Success 45

Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. We find this solution works best for teams operating in a high- to medium-touch engagement model. How to Build An Early Customer Warning System.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? Let’s talk 2019 predictions.

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49