ChurnZero

DECEMBER 19, 2023

Metrics are the key to aligning with finance , proving value to your leadership and of course understanding the health of the business. So what metrics are customer success teams tracking as we move into 2024? Customer lifetime value (CLV). Customer lifetime value (CLV). Net revenue retention (NRR). Churn rate.

Customer Success 52

Customer Success Metrics Customer Lifetime Value Leadership 52

User Pilot

JANUARY 8, 2024

With the right customer acquisition strategies, you can convert potential customers to paying users and set the stage for turning them into long-term loyal users. In-app strategies for converting free or trial users to paying customers. In-app strategies for converting free or trial users to paying customers.

Acquisition 103

Acquisition Strategy Social Media Underperforming Technical Team 103

ChurnZero

JANUARY 8, 2024

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders , we ask about “non-headcount budgets.” So how did non-headcount customer success budgets shake out in 2023?

Customer Success 52

Customer Success Headcount Benchmarks Leadership 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Customer Success 52

Customer Success Management Sales Leadership 52

ChurnZero

MARCH 20, 2023

If you want to keep the peace at the dinner table, three things should never be discussed: religion, politics and who owns customer renewals and expansions. We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals?

Customer Success 52

Customer Success Management Sales Leadership 52

Intercom, Inc.

JULY 13, 2021

For example, here are two expectations we had in the old version of our job levels: Be recognized as an expert in the broad domain of customer communications inside and outside of Intercom. Solution: We added many new competencies, including leadership, commercial thinking, research, prototyping, and more. Clarity is kindness.

Interviewing 271

Interviewing Leadership Engineering Communication 271

FastSpring

MARCH 8, 2021

We’ll go first––only 5% of leadership roles within the tech industry are women. With high numbers of men in leadership positions and a lack of emphasis on hiring women for those leadership roles, you can see the issue here. – Sarah McCarty, Senior Customer Success Manager. Believe that you belong.

Technical Review 147

Technical Review Sales Recruiting Sales Hiring Leadership 147

SaaStr

MAY 10, 2022

It’s normal for people to seek inspiration and leadership during times of uncertainty. With a clear strategy for direction, stakeholders, employees, and customers can remain loyal and invest confidently, even during a crisis. Put your employees and customers first by pivoting to meet their needs through innovative solutions.

Travel 209

Travel Revenue Underperforming Technical Team Scale 209

Buffer Resources

APRIL 22, 2024

But after achieving initial success, they bump into the same problem: They must moonlight as marketers to scale up. 💡 Pro tip : While this article primarily covers organic marketing strategies, some solopreneurs find success with paid advertising on social platforms, too. The number one most common theme that I see?

Social Media 98

Social Media Scale Growth Hacking Headcount 98

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Intercom, Inc.

DECEMBER 16, 2019

Since then, the success of ABM has grown dramatically – 97% now say it has a higher ROI than other marketing tactics. Sales and marketing leaders select a list of accounts that best align to your ideal customer profile, or your company’s most valuable buyers. Source: ITSMA and ABM Leadership Alliance ).

Scale 189

Scale Marketing Business B2B 189

Intercom, Inc.

MAY 25, 2021

The channels we use to communicate have shifted dramatically, and customer expectations for fast, personalized support are higher than ever. As a result, companies need to understand their customers and deliver to their high standards if they want to stay competitive. Download your copy of the thought leadership paper now.

Customer Support 260

Customer Support Scale Scaling Communication 260

Andreessen Horowitz

SEPTEMBER 19, 2023

He was the perfect leader for a concept that would require constant optimization to be successful. Instacart is a case study of this. And both had the potential to establish network effects if they were successful. Amazon had been signaling large ambitions in grocery, and they just stole our largest customer.

Marketplace as a Service 142

Marketplace as a Service Scale Underperforming Technical Team Construction 142

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Headcount 52

Headcount Benchmarks Customer Success Scale 52

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Headcount 52

Headcount Benchmarks Customer Success Scale 52

Neil Patel

APRIL 7, 2021

Just like these notable figures, a big reputation can attract profitable clients, opportunities to speak in conferences, and success in current business ventures. Thought leadership marketing is a powerful thing. What Is Thought Leadership Marketing? Why Should You Use Thought Leadership Marketing in Your Paid Ads?

Leadership 116

Leadership Marketing Social Media Branding 116

ChurnZero

OCTOBER 28, 2022

The results of the 2022 Customer Success Leadership Study, based on the perspectives and insights of more than 1,000 Customer Success leaders, are in. The good news is Customer Success teams are growing both in size and budget. Peter Armaly, vice president of Customer Success, ESG.

VP of Engineering 52

VP of Engineering Customer Success Scale Underperforming Technical Team 52

Sales Hacker

MARCH 1, 2024

What you’ll get at ELG Con: Case studies from companies like Data, Cloudera, and more. Through these content channels, they can fuel conversations, educate the market, and build strong relationships with potential customers. Consider the overnight success of a celebrity-owned product. Early-bird tickets expire next week.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

Buffer Resources

SEPTEMBER 11, 2023

What were your biggest successes? Customer service: The ability to interact with customers in a friendly and helpful manner. Leadership: The ability to motivate and inspire others to achieve a common goal. These engagements can be a rich source of keywords and demonstrate your thought leadership. Be professional.

Sales Recruiting 128

Sales Recruiting Sales Hiring Scale Social Media 128

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Neil Patel

FEBRUARY 4, 2021

Although Neil’s early experience was in entrepreneurship rather than marketing, he quickly learned the companies he founded had more success when he was the one running the marketing strategy. As Neil learned tips, tricks, and best practices, he decided to share what he learned on a blog to help other businesses find similar success.

VP of Engineering 126

VP of Engineering Marketing Marketplace as a Service Social Media 126

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Customer Success 98

Customer Success Churn Onboarding Consulting 98

User Pilot

AUGUST 30, 2023

It’s 2023, and customers have options. This includes product managers , marketing managers , customer success managers , and anyone else who wants to learn how to attract more users, improve the user experience, and increase product adoption. Product management and leadership speakers. But how do you do that?

Scale 102

Scale AI Growth Hacking Innovation 102

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. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

User Pilot

AUGUST 23, 2023

But aspiring students are advised to study the following under a bachelor’s degree – business management, statistics, economics, or computer science. Product analysts track market data, collect customer feedback, identify trends, and draw inferences about users’ needs and behaviors. What do product analysts do?

Technical Advisors 86

Technical Advisors Data Analysis Technical Review Software Review 86

SaaStr

NOVEMBER 18, 2020

Imagine that Director of VP of Marketing gets you just 2 more customers at $30k each. And you just might be the best customer success manager the company will ever have. customers, especially if you are more enterprise, you almost certainly need to be headquartered here in some fashion. I know you wrote the 1.0

Sales Hiring 363

Sales Hiring Scale SaaS Enterprise 363

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Underperforming Technical Team Leadership Strategy 98

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

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. In this simplistic view, revenue from any new customers that come in that quarter wouldn’t be included in NRR for that quarter, but would be in the starting amount for next quarter.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

OpenView Labs

DECEMBER 22, 2021

This summer, many VCs and startup pundits started suggesting that the key to success is simply winning the “hearts and minds” of a community. The success of the Slack App Store and the like showed her what works (and what doesn’t) with developer programs. Customer empathy is the path to better products and successful businesses.

Scale 73

Scale Cybersecurity Entrepreneurship PayPal 73

CustomerSuccessBox

DECEMBER 13, 2021

Customer Success has gained importance globally and has been the first line of defense to boost conversions, drive retention, reduce churn and drive advocacy. This has led to the huge demand for customer success events where people can learn, network, and share the best practices.

Customer Success 52

Customer Success Leadership Interviewing Innovation 52

Sales Hacker

MARCH 3, 2020

As an expert in digital transformation and in fueling modern organizations for sustainable success prior to Know and Flourish, she spent over eight years at eMarketer in assorted individual contributor and leadership roles, and before that, the New York Daily News. Lessons of leadership [7:26]. Mindful leadership [12:00].

Sales Hiring 111

Sales Hiring Scale Leadership Interviewing 111

Buffer Resources

SEPTEMBER 5, 2023

Social media executive success: focus on business impact As a social media executive, your core job is to effectively deploy resources to produce results your higher-ups care about. A study shows 85 percent of jobs are filled via networking. According to a 2023 study by Wyzowl , 91 percent of businesses use videos as a marketing tool.

Social Media 103

Social Media Sales Hiring Branding Technical Review 103

ChurnZero

OCTOBER 28, 2021

Q&A Recap: 2021 Customer Success Leadership Study Results Revealed. With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been in many ways just as challenging as the last. Speakers: Abby Hammer , Chief Customer Officer, ChurnZero.

Leadership 52

Leadership Customer Success Scale Finance 52

Unbounce

MAY 11, 2022

It opens up a whole new dimension to your business (and life ) while providing a texture that enhances the quality of what your customers experience. By sharing your own experiences, and in turn learning from fellow community members, your customers and your team only stand to benefit from the knowledge you’ll bring home to your own business.

Scale 137

Scale Leadership Branding B2B 137

Sales Hacker

JUNE 12, 2020

We’ve seen on a daily basis that salespeople, by embracing the tenets of virtual selling, have been able to connect with their customers in a meaningful way — even with face-to-face meetings unlikely, travel curtailed, and in-person conferences postponed. 7 Lessons Learned from Successful Sales Organizations.

Sales 77

Sales Marketing Social Media Leadership 77