A Pause is Better Than a Cancel. And A Downgrade is Not Churn.

SaaStr

And even where it isn’t, there are at least big pockets of customers under severe stress. This is a Customer Satisfaction lesson we should all take away from Slack’s early hyper-growth and Stewart Butterfield. Your top customers will grow with you.

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Customer Success: Roles Within a B2B Enterprise

Totango

When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. Thinking Critically About Customer Success Roles.

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The New (Breakout) Growth Formula: Customer Success + Predictive Sales

Sales Hacker

Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. To succeed, you need to trust the data and step into predictive sales. How Customer Success Drives Predictive Sales and Marketing.

9 Questions To Ask Candidates for Your First Head of Customer Success

SaaStr

The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” Tell me about the top 3 customers you lost.

Stopping Inception Churn: The Prospective Customer Success Review

Kellblog

I think for many sales-aggressive enterprise SaaS startups, a fair amount of churn actually happens at inception. For example, back in 2013, shortly after I joined Host Analytics, I discovered that there were a number of deals that sales had signed with customers that our professional services (PS) team had flat out refused to implement. (Huh?) 100% of those customers failed in implementation and 100% of them churned. Sales may be in optimistic denial.

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Why Customer Success is Important in the Modern Age

Totango

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. This is why customer success is critical now. The Role of Customer Success Teams.

7 Customer Success Team Goals for Your Enterprise in 2019-2020

Totango

Realizing lifetime value from your customers is about generating lifetime value for your customers. That’s the central tenant of the customer success approach to business. It represents a shift away from thinking of customers as point-of-sale pursuits and toward regarding them as ongoing relationships that require continuous nurturing. . So, what customer success team goals can help your enterprise generate real results?

Proven SaaS Customer Success Best Practices to Increase Lifetime Value

Totango

The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. SaaS Customer Success Best Practices That Work. Success plan.

Should Customer Success Report into the CRO or the CEO?

Kellblog

In days of yore, chief revenue officer (CRO) was just a gussied-up title for VP of Sales. Back in the pre-subscription era, basically all the revenue — save for a little bit of services and some maintenance that practically renewed itself — came from sales anyway. The CEO.

Negative Churn: Reaching the Pinnacle of Customer Success

CloudKettle

Some of the fastest growing, The post Negative Churn: Reaching the Pinnacle of Customer Success appeared first on CloudKettle. SaaS Sales and Marketing B2B churn customer success negative churn Revenue Stack Saas Salesforce subscription revenue

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Reducing Churn: ROI-Focused SaaS Strategies for Customer Success

Totango

Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. Reducing Churn with SaaS Strategies.

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7 SaaS customer success best practices to implement today

ProfitWell

I’m talking about your customers—the people up close and personal with your product or service. Your customer base can either make or break your company. Mastering customer success is vital in the subscription space. What is customer success? Destroy Churn.

Aligning SaaS Customer Success

Chaotic Flow

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. So it is with churn.

Customer Success and Marketing: How These Teams Collaborate

Totango

Talk of customer success (CS) abounds in today’s customer-centered economy. It’s vital, as it is the CS team that works with customers after that critical first sale and keeps them coming back for more. The Intersection of Customer Success and Marketing.

Customer Success vs Account Management: Understanding What Each Team Does

Totango

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind.

Why Customer Success is Important in the Modern Age

Totango

The old sales idea of courting and closing a customer in a single effort and considering their value “bagged” from a one-off transaction is as antiquated as dial-up modems. This is why customer success is critical now. The Role of Customer Success Teams.

Customer Success and ROI: How to Improve Revenue

Totango

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Customer Experience.

How Yelp drove down churn by building up customer success

Inside Intercom

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. It’s time to start thinking about retention at scale and bring onboard a customer success team.

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Customer Success vs Account Management: Understanding What Each Team Does

Totango

Customer success and account management share common goals: Building customer loyalty and driving growth. Still, considering customer success vs account management reveals some insight into the contributions of both roles. Keeping Customer Goals in Mind.

Insights from Typeform: Leveraging Customer Success to Scale Your Business

OpenView Labs

Successful customers are happy customers. Happy customers stick around and recommend your company to their friends. But how do organizations make customer success work at scale? Why is Customer Success so important to Typeform? Customer Succes

4 Tips on Creating a Best in Class Sales to Customer Success Handoff

Chart Mogul

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully.

Customer Churn is Everyone’s Problem: Here’s Why You Should Give Your Customer Success Team a Break

OpenView Labs

Since 30% of SaaS companies report having unacceptable levels of churn , retention panic is real, and it’s tempting to point fingers, namely at the customer success team. I naively believed we could solve any customer retention problem all by ourselves. Customer Success

Understanding Customer Success: Growth Driven by the Customer-Centered Economy

Totango

Tell people about your business, get them in the store, sell them things, then look for more customers. But that was before the internet made it possible to deliver highly customized items. You can order dresses from eShakti, customized down to the neckline, sleeve and length, all with a few taps on a screen. In order for your enterprise to survive this shift to a customer-centered market, it must become customer-centered, too. Increase Customer Retention.

ChurnZero Customer Success Professional Spotlight

ChurnZero

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. Q: What drew you to working in Customer Success?

The Promise of SaaS Customer Success Metrics

Chaotic Flow

It’s one thing to claim that a 50% reduction in churn will result in a 2X increase in recurring revenue, but it’s quite another thing to make it happen. Achieving that 50% reduction in churn is usually a tedious and unreliable process of trial and error. Reducing churn by 30% is hard.

Customer Success and ROI: How to Track Revenue

Totango

The digitization of business has shifted the way customer value is achieved and how investments generate returns. In this customer-centered economy , you need to provide customers with a responsive, personalized service that is focused on their needs. Customer Experience.

Proactive Customer Success Strategies that will get You Ahead of the Game

Totango

Proactive customer success means focusing on what is going to happen next. It is about making things better, taking things further, and using your understanding of your customers to prepare them for the next phase of their business growth. Making customers feel valued and heard.

The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

Totango

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. The Customer Success Factors You Need to Know.

7 Top customer success KPIs to track | ProfitWell

ProfitWell

Analytics tracking is often discussed in terms of marketing, but they are just as important at gauging the value that your customers are getting from your product. Maximizing value for your customers is the best way to reduce churn and improve retention. Churn.

How do in-person sales or customer success impact WTP and churn?

ProfitWell

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. He’s even said that no customer he visited ever churned from his companies, which feels intuitive right?

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What is Customer Success — A Smart & Actionable Guide

Sales Hacker

What is Customer Success and why do you need it? Gain a new customer, you increase revenue. Lose an existing one, your company’s sales potential drops. What happens when you lose more customers than you gain? Guide overview: What is Customer Success?

The Most Important Customer Success Metrics to Track and How to Improve Them

Totango

Customer success metrics are used to discover what kind of customer experience you are really delivering. You can position yourself as a customer-centered business and embrace a company-wide ethos of nurturing customer growth, but you still need to know if the product is having a practical, positive impact on a customer’s daily workflow. The goal of customer success is to generate recurring revenue by creating customer lifetime value.

The Top Customer Success Factors to Help You Create an Enterprise-Wide Strategy

Totango

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. The Customer Success Factors You Need to Know.

Building Customer Centric Organizations – TSIA Keynote Recap from Customer Success Summit 2017

Totango

Customer Success Summit is the industry-leading conference on customer success because it brings together experienced customer success professionals and industry thought-leaders, as well as research institutes for industry benchmarking.

The Most Important Customer Success KPIs You Should Be Tracking

Totango

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Next, look at your customers’ goals.

5 Must Do Steps for People-Centric Customer Success

TriTuns

When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus.

ChurnZero Customer Success Professional Spotlight

ChurnZero

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. Q&A: Sam Schneider, VP of Client Success, Bloomfire.

What can you do to lower your customers churn rate?

SaaStr

Q: What can you do to lower your customers churn rate? A few basic thoughts: Have every customer have a named customer success rep. Every customer. If every customer knows “Casey” is her rep, and who she can turn to … churn will go down.

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20 Customer Success Predictions for 2020

ChurnZero

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .

The Essential Guide to Landing Your First Customer Success Job

Sales Hacker

In this article, we’re going to break down the key things you need to know before you start your customer success job search. This article will break down: The fundamental skills required for a Customer Success job. Key tips for preparing for a successful job search.