SaaStr

DECEMBER 23, 2023

So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened? Just This Week.

Customer Success 255

Customer Success AI Pricing Enterprise 255

SaaStr

NOVEMBER 25, 2023

A great VP of Sales to keep the engine scaling A great VP of Marketing to keep the leads coming in A great VP of Customer Success to make all those hard won customers happy After $5m-$6m in ARR or so, it’s really hard to scale without a strong VP heading most core functions. Give the biggest customers more attention.

Scale 268

Scale Sales Hiring Banking Engineering 268

SaaStr

JANUARY 31, 2024

As Christian shares on the pod, the company’s current customer list includes many notable companies, with 92 of them being on the Fortune 100. As Christian’s been the CRO of Splunk for over seven years now, he’s a wealth of knowledge on what it really takes to be successful in Enterprise SaaS Sales.

Enterprise 252

Enterprise Scale Sales SaaS 252

SaaStr

DECEMBER 11, 2021

We’ve talked on SaaStr about leaning in on Customer Success as much as possible. the revenue ultimately generated or supported by Customer Success) is the key to growing a SaaS business. We’ve talked about how all the Second Timers are hiring in customer success way early , ahead of sales, ahead of revenue.

Sales Hiring 277

Sales Hiring Customer Success Headcount Churn 277

SaaStr

JANUARY 24, 2024

So, Dini came in, looked at the data around churn and usage, talked to customers, defined and narrowed Lattice’s core ICP, and made a few changes: They put a minimum in place not to sell to anyone under $4k. Lattice had limited resources and a small team, which meant they needed to focus in. In the early days, you have to.

Scale 233

Scale Sales Hiring Scaling Revenue 233

User Pilot

MAY 1, 2024

TL;DR Digital product experience encompasses all customer touchpoints and interactions with a digital product across its lifecycle. User experience focuses mainly on the specific interactions users have with your product, while product experience is the customer’s overall perception of your product throughout their relationship with it.

Customer Lifetime Value 89

Customer Lifetime Value User Experience Retention Scale 89

SaaStr

FEBRUARY 15, 2022

E.g., Sales +Marketing Expenses < First Year ACV = Success ? And even in the enterprise, losing one big customer can swamp you here in the early days. One you may not have heard but it’s a good one — is Hire One Customer Success Manager for every $2m in ARR. I.e., keeping the Magic Number at or above 1.0.

Scale 250

Scale Customer Success Sales Hiring Scaling 250

Payrix

APRIL 24, 2024

Andy Meadows, the Head of Partner Success at Payrix joins host Ian Hillis to continue their conversation about building a successful Embedded Payments strategy. Part 1 – Resourcing considerations for selling payment, boarding and underwriting, service and support, and development and technology. Did you miss Parts 1-3?

Payments 147

Payments Embedded Payments Merchant Services Payment Solutions 147

SaaStr

MAY 16, 2023

Worth it, but the margins were lower than core customers, and it took up a lot of bandwidth. I’ve invested in 2 startups that micromanaged outsourced SDR teams to some success. They managed the resources, wrote the scripts, reviewed the lists, etc. Still, neither stuck with those agencies after 4-6 months.

Outsourcing Services 245

Outsourcing Services Outsourced Development Development Team Review Sales Hiring 245

SaaStr

JUNE 17, 2023

Embracing Efficient Growth in Business Operations To maximize success in the SaaS industry, efficiency must be a priority for businesses. Jason Lemkin, CEO and Founder of SaaStr , uses examples from successful companies like UiPath and HubSpot to illustrate this point. Just look at Monday.com ‘s success story.

Venture Capital 221

Venture Capital Scale Technical Review Software Review 221

Payrix

APRIL 17, 2024

You’ve decided to offer Embedded Payments to your customers. Adding Embedded Payments gives you an exciting opportunity to grow your business and solve real pain points for your customers. However, to capture success you’ll need to promote your new payments offering with customers and prospects.

Payments 130

Payments Embedded Payments Merchant Services SaaS Payments 130

SaaStr

NOVEMBER 25, 2022

Scaling to satisfy customers’ demands depends on innovation and foresight combined with enterprise-ready technology and the right partners. Atlassian’s Chief Revenue Officer, Cameron Deatsch, walks us through how Atlassian grew over the course of 20 years and became one of the most successful startups today. Power of the Cloud.

Scale 230

Scale Scaling Marketplace as a Service Entrepreneurship 230

USIO

APRIL 22, 2024

Success Stories Usio SaaS Partner A, operating in the non-profit sector, has seen a substantial boost in revenue by $710,000 without any initial investment by integrating Usio payment solutions and taking advantage of revenue share. This not only protects sensitive customer data but also builds trust and credibility with users.

Payment Services 130

Payment Services SaaS Payments Payment Solutions Payments 130

User Pilot

APRIL 30, 2024

In many ways, he has shaped how successful products are built and how teams can be organized to work toward excellence. Marty Cagan is the founder of the Silicon Valley Product Group (SVPG), a consultancy firm that helps companies build successful products. Marty Cagan is a popular name in the product management world.

Management 93

Management Underperforming Technical Team Innovation Generative AI 93

Blulogix

MARCH 24, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Overcoming Customer Success Complexities Take your business further with BluIQ’s flexible, scalable, enterprise-grade intelligent billing solutions. Recurring & Usage Billing Navigating the Maze of Customer Success: 1.

B2B 97

B2B Subscription Payment Features Customer Success 97

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 78

Customer Success Retention Software Review Customer Lifetime Value 78

Intercom, Inc.

MAY 26, 2022

First contact resolution (FCR) is a metric that measures how often your customers’ queries are resolved after their first call, email, text, or chat session with your company’s support team(s). It provides a view on how efficient your company is at responding to your customers’ challenges. . What is a good FCR rate? .

Customer Support 210

Customer Support Metrics Churn Communication 210

User Pilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Customer Success 88

Customer Success Sales Hiring Scale SaaS 88

User Pilot

APRIL 3, 2024

Wondering how to create a resource center for your SaaS product? A resource center is a central hub of resources that helps your customers solve problems and learn more about your product. It reduces the load on your support team and improves customer satisfaction by providing self-service support.

AI Search 95

AI Search Software Review SaaS AI 95

User Pilot

MAY 1, 2024

Successful brand communities are the ultimate goal, offering valuable insights and fostering customer loyalty. In this post, we’ll cover the most important things you need to know about building a successful community without wasting your precious resources. Why building a community is important for brand loyalty?

Branding 59

Branding Social Media Acquisition Advertising 59

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? Wait, say that again? Balance is key.

Engagement 52

Engagement Onboarding Customer Success Metrics 52

User Pilot

NOVEMBER 13, 2023

If you want loyal customers who keep coming back to your product or service, you need customer enablement. Instead, you also have to help customers get the maximum value from it. That’s exactly what effective customer enablement does – it helps customers get all the tools needed for successful product engagement.

B2B 96

B2B Sales Enablement Onboarding Retention 96

User Pilot

APRIL 30, 2024

The higher your adoption rate, the more customers will use your product, resulting in more revenue. TL;DR Adoption rate measures how quickly new features or products gain popularity and usage, indicating their success and user appeal. Understanding the adoption rate is vital as it helps gauge your products’ success and features.

Payments 74

Payments Payment Solutions AI Search Payment Services 74

Blulogix

MARCH 23, 2024

By BluLogix Team Mastering the Art of Complex B2B Recurring and Subscription Billing: Crafting a Winning Customer Success Strategy In B2B subscriptions, customer success transcends traditional support frameworks, embodying a proactive commitment to guiding customers towards achieving their strategic objectives with your service.

B2B 59

B2B Subscription Payment Features Customer Success 59

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 92

Scale Customer Success Scaling SaaS 92

User Pilot

FEBRUARY 19, 2024

It could be launching features that are half-finished and causing customer problems with THEIR customer. Impact analysis is crucial for identifying risks, allocating resources, and enhancing customer satisfaction for project success. You may have heard a horror story about a business not using impact analysis.

Traceability 102

Traceability Operational efficiency. User Experience Trends 102

User Pilot

APRIL 3, 2024

Truly think about it because it could be the difference between a successful product and not. Product-led innovation focuses on creating the best product for your customers. TL;DR Product-led innovation emphasizes improving the product to attract customers, reducing reliance on marketing for growth.

Innovation 91

Innovation Payments Strategy Payment Solutions 91

User Pilot

APRIL 24, 2024

Demos are crucial for your sales process success, which is why you need to learn SaaS demo best practices to create beneficial content. Similarly, you can't expect potential customers to come on board without a well-designed software demo first. Re-engage with older prospects as they move along in their customer journey.

SaaS 71

SaaS Software Review Engagement Data 71

User Pilot

MARCH 19, 2024

As today’s user increasingly desires swift solutions when using digital products, user experience optimization can spell the difference between the success and failure of a product. Constant UX optimization is important because it improves user satisfaction , improves user engagement metrics, and drives customer loyalty.

User Experience 97

User Experience SaaS AI Search Customer Lifetime Value 97

User Pilot

APRIL 29, 2024

Mastering SaaS renewals’ best practices can transform a routine administrative task into a strategic opportunity to drive customer success and propel your business toward sustainable growth. TL;DR The SaaS renewal process involves a series of actions on/before the renewal date that lead to a customer’s renewal.

SaaS Payments 80

SaaS Payments Business SaaS Payment Solutions 80

Sales Hacker

APRIL 30, 2024

In this role he oversees all aspects of G2’s revenue generation, including global sales and customer success, enablement, partnerships, and revenue operations. The post GTM 92: Unlocking $100M+ Deals, Winning in Enterprise and Chasing Customers Not Competitors with Eric Gilpin appeared first on GTMnow.

Scale 65

Scale Enterprise Sales Hiring Outsourced Development 65

User Pilot

APRIL 24, 2024

From marketing to product management and customer success, AI is improving productivity, helping teams make better decisions, and improving customer experience. AI chatbots handle queries three times faster than customer service agents, improving efficiency while meeting customers’ preferences for self-service.

AI 71

AI Artificial Intelligence SaaS Generative AI 71

User Pilot

MARCH 29, 2024

This article reveals the major causes of funnel leaks at each customer journey stage and how to fix them. TL;DR A conversion funnel leak is a point in the customer journey where potential customers drop out of the process before taking the desired action. Slow response to customer queries. Lack of help resources.

Scale 100

Scale Sales Funnel Onboarding Retention 100