ProfitWell

MARCH 7, 2019

Get daily subscription insights direct to your inbox. The teaching tool's worked so well, they’ve now made it available to the public (with some tweaks) with the release of myTrailhead - a outlet for companies to create branded, fully customizable training materials. Click for sound. The Rundown In resources.

Entrepreneurship 70

Entrepreneurship Company Culture Acquisition Subscription 70

User Pilot

FEBRUARY 5, 2021

This can mean testing different onboarding experiences to e.g. improve activation, test different variants of product launch experiences to boost new feature adoption, or try to push upsells to users at the right time by triggering offers based on in-app events. So why has it gained such popularity in a short time?

Management 105

Management Sales Hiring Onboarding User Experience 105

User Pilot

JANUARY 26, 2023

TL;DR Customer empathy is putting yourself in your customers’ shoes to better understand their problems and make it a part of your company culture to develop solutions that satisfy them on practical and emotional levels. Are you ready to dive in? Customer empathy is not limited to empathy in customer service. How do you do that?

Interviewing 93

Interviewing User Experience Development Management 93

ChurnZero

OCTOBER 4, 2019

Her department is responsible for onboarding, support, services, and retention of Bloomfire’s customers. Since implementation, I’ve created KPIs for tracking support tickets, onboarding timeframes, customer satisfaction, and retention trends. The customer loves our product, team, and company culture.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

ChurnZero

JANUARY 20, 2022

Is it thinking about getting your customers onboarded and started? Some inputs to that might be: Are you responsible for onboarding? For example, companies that have very high retention rates, there might not be a lot of work that the CSM needs to do on a renewal contract. Is it thinking about expansion and growing?

Scale 52

Scale Sales Hiring Scaling Sales 52

Intercom, Inc.

JANUARY 5, 2022

Security affects every function across your company: from onboarding and offboarding to encrypting data and managing endpoints. I think you’re going to see companies do it earlier, like we’re seeing already, being asked for compliance and attestation certifications more often. Don’t skip on automation.

Scale 211

Scale compliance Software Review Technical Review 211

SaaStr

NOVEMBER 9, 2022

Companies need to grow at a pace that still allows their employees to experience the onboarding and responsibility that will set them up for success. This approach gets to the heart of the subscription-based business model. Give them a chance to grow! The more value you provide the customer, the more you benefit yourself.

Underperforming Technical Team 46

Underperforming Technical Team Business Scale Business Model 46

SmartKarrot

JUNE 15, 2021

Build Data Analytics into Your Company Culture. It needs to be improved at a granular, cultural level. You need to see how well the company embraces data and make it part of the company culture. The rise in business models like subscriptions have made it more important to keep the customer.

Customer Success 19

Customer Success Data Sales Hiring Sales Recruiting 19

Chargify

APRIL 23, 2019

Refining customer experience/onboarding. That’s why we’ve built subscription management capabilities into our platform. Hiring mistakes (at this stage bad hires can harm company culture). Common activities your SaaS should be focusing on during the stepping-stone stage can include: Clarifying value proposition.

Scale 74

Scale SaaS Payments Scaling Payment Services 74

Sales Hacker

APRIL 29, 2019

He discusses how Wayfair transforms spaces to mimic company culture. They drive about 80,000 to 100,000 leads a month into the business and gets them into what we call our onboarding teams. Those onboarding teams are responsible for curating the customer experience and helping them understand the value we provide.

Scale 45

Scale Sales B2B Sales Enablement 45

SaaStr

MARCH 26, 2019

In our onboarding classes for new employees, we get on a support call, the whole class, with a user, and we get their feedback and we hear their experience. Your onboarding, your site and how it engages your user, how you communicate, all should be uniquely designed with your forever user in mind. They’re in stack overflow.

Scale 157

Scale Payment Services Payment Methods Scaling 157

Intercom, Inc.

AUGUST 15, 2018

When someone onboards to Reddit, can we give them recommendations? You want to preserve the company culture, and every time you bring in a new leader from outside, you’re going to change the culture up a little bit. Almost there – we’ve sent you an email to confirm your subscription. Sign me up.

Leadership 141

Leadership Engineering Part-Time VPE CTO Coach 141

SaaStr

MARCH 18, 2019

In our onboarding classes for new employees, we get on a support call, the whole class, with a user, and we get their feedback and we hear their experience. Claire Johnson: Your onboarding, your site and how it engages your user, how you communicate, all should be uniquely designed with your forever user in mind.

Scale 121

Scale Payment Services Payment Methods Sales Hiring 121

SmartKarrot

JUNE 15, 2020

While businesses measure customer experience on various parameters, this Forrester Research found that a whopping 77% of customers rate a company’s service as per how it values their time. So time to stop forcible onboarding, and make ? . Instil empathy in your company culture by initiating customer-centric initiatives.

Social Media 10

Social Media Airlines Software Review Education 10

CustomerSuccessBox

JULY 19, 2022

Customer Onboarding. You also understand how it would solve your customers’ problems, but your customers are unfamiliar with your company and product. Simplifying your product for your customer is one of the first steps in a successful onboarding process. Learn about the onboarding mistakes you should avoid.

Customer Success 52

Customer Success SaaS Payments Payment Services Outsourced Development 52

SmartKarrot

APRIL 18, 2023

10% Perceived company cultural fit. Develop a Great Training Program Developing a customer success training plan can help a business scale their customer success team by providing a framework for training new hires and ensuring that all team members are on the same page when it comes to best practices and company policies.

Scale 10

Scale Customer Success Scaling Sales Hiring 10

Neil Patel

DECEMBER 3, 2020

A Great Company Culture. So, before you proceed, check that their company culture fits with yours. Without a good fit on culture, you’re going to get email campaigns that don’t jive with your brand. Doing this ensures team alignment between the agency and your company. Onboarding. Discovery session.

Marketing 111

Marketing Outsourced Development Underperforming Technical Team Scale 111

Chart Mogul

JULY 1, 2020

These are likely the product features that can help you market against competitors, and it’s essential you flag them during onboarding. ChartMogul has a great article on onboarding if you’d like to learn more about what the best plan for your B2B SaaS customers is. Scott Bierbryer, CEO of Leanprop.

Interviewing 76

Interviewing B2B Marketing Underperforming Technical Team 76

Chart Mogul

NOVEMBER 15, 2019

Running a successful subscription business depends on forging strong relationships with your customers. 4 years later, we’re a team of 7 people split between 3 sub-teams ( customer advocacy, solutions engineering , and success management ) and we help over 2,000 great companies measure, understand, and grow their recurring revenue.

Customer Success 52

Customer Success Scale Sales Hiring SaaS 52

SaaStr

SEPTEMBER 6, 2019

What can be done in the onboarding phase to ensure the individual has the most empathy for the customer, regardless of function? * And there is a danger point where you start to be seen as more of a services company than a software company. For non-customer facing roles, what can one do to give them that perspective?

Sales Hiring 137

Sales Hiring Scale Underperforming Technical Team Software Review 137

Chart Mogul

NOVEMBER 15, 2019

Running a successful subscription business depends on forging strong relationships with your customers. 4 years later, we’re a team of 7 people split between 3 sub-teams ( customer advocacy, solutions engineering , and success management ) and we help over 2,000 great companies measure, understand, and grow their recurring revenue.

Customer Success 56

Customer Success Scale Sales Hiring SaaS 56

Chart Mogul

JULY 1, 2020

These are likely the product features that can help you market against competitors, and it’s essential you flag them during onboarding. ChartMogul has a great article on onboarding if you’d like to learn more about what the best plan for your B2B SaaS customers is. Scott Bierbryer, CEO of Leanprop.

Interviewing 52

Interviewing B2B Marketing Underperforming Technical Team 52

SaaStr

FEBRUARY 22, 2019

I eventually ran another Saas company which I ran and then sold. Are being asked to listen to the customer better and collaborate with the CS team on roadmap and are being asked to leverage the product, meaning like, when that user logs in, guiding them to new features, guiding them through onboarding, things like that.

Sales Hiring 121

Sales Hiring Customer Success Scale Sales Recruiting 121

SaaStr

MARCH 12, 2019

We have the subscription revenue. The subscription economy. You haven’t figured out your onboarding, and the small business that churns too high. Some executive put their career on the line to buy your stuff and walk around saying, “It’s awesome” But things have changed, thanks to you. But guess what?

Scale 220

Scale Sales Hiring Revenue VP of Engineering 220

Sixteen Ventures

DECEMBER 31, 2019

Whether you have a Software-as-a-Service, subscription or membership business or you sell one-off products or services and simply want to do business with your customer more than once, Customer Success should be your driving purpose. Metering / Billing / Payment Process. Customer and User Onboarding. Customer Onboarding.

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136