Totango

SEPTEMBER 5, 2019

The difference between a friend and an acquaintance is the regularity and depth of your communication. In business, customers should be more like friends than acquaintances. In a nutshell, customer engagement is the connection between an enterprise and the customer forged through communications.

Engagement 68

Engagement Marketplace as a Service Enterprise Communication 68

SmartKarrot

DECEMBER 8, 2020

Role: Vice President of Customer Success Location: Remote , Chicago, Illinois, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. Serve as the Voice of the Customer in cross-functional teams and senior leadership discussions.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Consulting 10

SmartKarrot

MAY 13, 2021

Role: Director, Customer Success Location: New York, NY, US Organization: LeagueApps As a Director of Customer Success, you will own and deliver on key activation, churn and retention/growth metrics for your portfolio of customers. Lead and scale a team of high-performing Customer Success Managers.

Customer Success 10

Customer Success Technical Review Marketplace as a Service Scale 10

Neil Patel

FEBRUARY 4, 2021

NP Digital is a performance marketing agency built by marketers, and our global offices allow us to deliver our specialized services to clients worldwide. Below, we’ll explain how each of our agencies works, the services they provide, and what to expect from each of them in the future. NP Digital Marketing Services.

VP of Engineering 126

VP of Engineering Marketing Marketplace as a Service Social Media 126

Intercom, Inc.

JULY 11, 2019

As the General Manager for HubSpot’s Service Hub , Michael knows a thing or two about keeping customers close. Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. So it was a combination of continued growth and customer demand.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

MARCH 20, 2020

317: Rachel Hepworth is VP of Marketing @ Pilot, the startup that offers the best bookkeeping, tax and CFO services for growing businesses. How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? *

SMB 184

SMB Scale Startup Marketplace as a Service 184

SaaSOptics

MAY 19, 2022

More customers = more revenue. For subscription-based SaaS businesses, your customer acquisition metrics indicate how effectively you acquire new users via sales, marketing, or a product-led approach like a free trial. Metrics: What’s your target win rate for sales opportunities? . Plain and simple.

Acquisition 59

Acquisition Scale Strategy Software Review 59

OpenView Labs

NOVEMBER 30, 2021

Pro-tip: churn isn’t just a customer success problem; it’s a business-wide responsibility that requires contributions from each function. . Here’s what you can do to move the needle: Sales: Sell to the right customer and don’t get too greedy on the initial deal. Marketing: Market to existing customers rather than just prospects.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

Sales Hacker

JUNE 23, 2020

Leah has been a pioneer for customer experience practices for the last two decades, focusing her work on putting customers at the heart of SaaS and service-based technology organizations. How to put customer experience into the DNA of an organization [5:23]. Micro-thoughts on the evolution of customer success [07:08].

Scale 67

Scale Sales Hiring Technical Review Customer Success 67

Neil Patel

APRIL 20, 2021

Make no mistake: You’re a product; and like any product, you have to successfully communicate the value of that product. Until that happens, you’ll find it difficult to sell your actual products or services. Most people and companies think products and services sell because of their great features. That’s not the case.

Sales 137

Sales Outsourcing Services Marketplace as a Service Underperforming Technical Team 137

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Sales Hacker

MARCH 18, 2019

We have Roger Scott, the EVP and chief customer officer at New Relic. Roger talks about the role of customer success , how do you build the customer voice into every interaction that you have with the customer, how do you scale and grow a big company, and what are the elements that are so important to picking your next company?

VP of Engineering 69

VP of Engineering Sales Hiring Scale Technical Review 69

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. The customers love her, right?

Sales Hiring 209

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 209

SaaSHolic

DECEMBER 2, 2021

Product onboarding is an essential part of customer activation and retention for businesses that are SaaS providers. One of the best things you can do for your customers’ success as a SaaS provider is to ensure that you walk them through a wholesome onboarding experience. Customer Messaging. Product Tours.

Onboarding 52

Onboarding Strategy SaaS Underperforming Technical Team 52

Neil Patel

JANUARY 20, 2021

Don’t Just Promote Products and Services. We’ll be gathering some key metrics to measure your performance. Step 2: Delve in Deeper to Post Metrics. In my experience, post level metrics are more insightful than page metrics. Page metrics give a great panoramic view of your performance. Let’s jump in.

Social Media 145

Social Media Software Review Branding Engagement 145

SmartKarrot

JANUARY 4, 2022

Role: VP, Customer Success Location: Remote, Sunnyvale, CA, US Organization: Clari As a VP of Customer Success, you will lead all aspects of the Customer Success organization which includes driving strategic adoption, ensuring a remarkable customer experience, and optimizing ongoing engagement with Clari.

Customer Success 3

Customer Success Payment Solutions Sales Hiring Payments 3

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. What Is Customer Success Automation?

Customer Success 62

Customer Success Marketplace as a Service Scale Customer Lifetime Value 62

SaaStr

MAY 15, 2020

333: Bridget Gleason is the Head of Sales and Customer Success @ Tidelift, the company providing managed open source, backed by maintainers. In Today’s Episode We Discuss: * How Bridget made her way into the world of SaaS and Sales and came to be Head of both Sales and Customer Success at Tidelift. *

Sales Hiring 201

Sales Hiring Scale Technical Review Outsourcing Services 201

SaaStr

SEPTEMBER 12, 2019

Congratulations you’ve built a product that’s proven itself in the marketplace! So how can you leverage that product’s success to obtain the valuation and funding you need to scale? Thought I wanted to be an engineer, quickly realized I actually prefer the customer facing side of the startup world. That’s how early I was.

Investment 101

Investment Underperforming Technical Team Sales Hiring Software Review 101

SmartKarrot

NOVEMBER 19, 2021

It also helps in improving communication between businesses and their customers and within the organization itself. Any modern-day business can utilize voice intelligence to grow their business multifold and improve their customer experience. AI voice is not only being used to improve customer support services.

Artificial Intelligence 10

Artificial Intelligence Technical Review AI Search Software Review 10

SaaStr

JUNE 10, 2020

They’ve got to find their travelers and get them home, but there’s more than that that we’re hearing from our customers. Everyone, customer success. Launch it to our customers, launch it to the sales team, launch it to prospects.” It’s a competitive marketplace. Meagen, sales.

Travel 181

Travel Marketing Scale Outsourcing Services 181

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 77

Customer Success Marketplace as a Service Travel Onboarding 77

SmartKarrot

JUNE 25, 2021

Customer development is important. No business can survive in the long run without a loyal customer base for its services or products. SaaS leaders need to believe and keep the product in mind to guide customers properly. You have heard of the phrase- the customer always comes first. The customer is right.

Development 10

Development SaaS Sales Hiring Marketplace as a Service 10

User Pilot

OCTOBER 22, 2023

A primary goal of customer success teams at SaaS companies is to drive user engagement. Whether in the context of new customer activation, upselling premium features, or reducing churn, strong user engagement is a clear indicator of customers’ ongoing commitment to your product.

Engagement 98

Engagement SaaS Onboarding Marketplace as a Service 98

Intercom, Inc.

NOVEMBER 7, 2018

“If you’re not communicating real-time with your prospects, your competitors are” One tool that guarantees faster speed to lead is live chat. With more and more people expecting real-time service, if you’re not communicating real-time with your prospects, your competitors are and they are stealing your leads.

Technical Review 161

Technical Review Marketplace as a Service Systems Review Customer Success 161

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Adoption Hero – Sibme.

Healthcare 98

Healthcare Systems Review Scale Point of Sale 98

Intercom, Inc.

SEPTEMBER 26, 2019

The litmus test is if you’ve created a marketplace: are people actually building on your product because there’s value that you’ve created, or is it just a nifty integration? The upside of having this big two-sided marketplace and extending your product into tons of different products with an API is quite large. But are they platforms?

Underperforming Technical Team 170

Underperforming Technical Team Marketplace as a Service Outsourced Development Development 170

Unbounce

JUNE 16, 2020

These are often built with agencies, consultants, and managed-service-providers (MSPs) in mind. These partners resell your product and benefit from offering ongoing services, usually on a retainer basis. To make these distinctions more clear, ask yourself, “who owns the selling and customer success functions, you or your partner?”

Outsourcing Services 131

Outsourcing Services Sales Recruiting Scale SaaS 131

Totango

MAY 1, 2020

Retaining existing customers is especially important during uncertain economic times, when fewer new customers may be signing on with your service. That’s why customer retention management software is a vital component of your retention strategy. What Are the Benefits of Customer Retention Management Software?

Retention 62

Retention Software Management Marketplace as a Service 62

Totango

APRIL 14, 2020

The digital transformation of business has finally given enterprises the power to deliver on the potential of B2B customer segmentation. Organizations need to segment customers based on how world events such as COVID-19 affect them. Customer segmentation is a way of grouping customers who have specific things in common.

B2B 71

B2B Scale Marketplace as a Service Sales Hiring 71

Chart Mogul

SEPTEMBER 15, 2023

These materials will take you from the basics SaaS Metrics — 101 to more advanced topics like Go-To-Market and Product-Led Growth (PLG). Here is a comprehensive list of SaaS blogs that goes through the most common metrics and terms. Only a handful of metrics really matter. I’ve tried – just ask my in laws.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

Sales Hacker

APRIL 21, 2021

Revenue operations (RevOps) is a centralized org within a company that supports all revenue-generating business operations including Sales Ops, Marketing Ops, Customer Success Ops, and systems management. The marketing team ran a super successful campaign and generated hot leads. That didn’t go so well at all!

Scale 100

Scale Technical Review Sales Recruiting Technical Advisors 100

Chart Mogul

APRIL 24, 2020

With a pandemic underway, software-as-a-service businesses, in normal times the beneficiaries of relatively stable compounding growth, are now facing an existential threat: recurring revenue streams are drying up, at least in part. Promote the metrics that signify business progress and demote the rest. Arrested attention.

Forecasting 98

Forecasting SaaS Underperforming Technical Team Marketplace as a Service 98

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. So how can companies get a grasp on designing and maintaining all customer journeys while taking proactive measures to scale retention and growth?

Engagement 93

Engagement Scale Marketplace as a Service Retention 93

Valuize Consulting

FEBRUARY 24, 2022

Cutting-edge Customer Intelligence and impactful customer insights are powerful competitive advantages in the new subscription economy, and if you’re not making the most of your customer data, your NDR could take a hit. . Customer Intelligence allows you to do just that. Centralize Data From Across Your Organization.

Revenue 52

Revenue Scale Marketplace as a Service Data 52

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Systems Review Scale Point of Sale 52