SaaStr

NOVEMBER 18, 2022

So ChurnZero put out a great new report surveying 1,037 customer success professionals. Some good data on this split. This data is interesting. of revenue. 41% of CS Teams Own Revenue Expansion — More Often Than Sales. 58% of SaaS companies surveyed have a real Customer Marketing function.

Customer Success 299

Customer Success Headcount Churn Revenue 299

User Pilot

MAY 8, 2024

Wondering how to build a customer success dashboard for your team? From the article, you will learn what a customer success dashboard is, why you need it, and what metrics it should include. And how to build a dashboard for your customer success team using Userpilot analytics ! Let’s dive right in!

Customer Success 89

Customer Success Retention Customer Lifetime Value Onboarding 89

SaaStr

OCTOBER 17, 2023

So we’ve been talking about customer success at SaaStr longer than almost anyone else, going back to our very first posts in 2012, including on Second Order Revenue. Don’t Shortchange Second-Order Revenue. CLTV Isn’t The Whole Story. More in Nick Mehta’s great post here.

Customer Success 185

Customer Success Scaling Management Churn 185

Totango

MAY 15, 2024

Ensure your data is clean and accessible. Quality data is paramount for effective AI training. Collaborating with cross-functional teams can help ensure data integrity and accessibility, both critical for project success. Hire a prompt engineer.

Customer Success 104

Customer Success AI Underperforming Technical Team Technical Review 104

SaaStr

APRIL 21, 2021

We don’t include second-order revenue. Standard CLTV calculations don’t account for virality and second-order customers. So you may underinvest overall, or invest, in fact, too much in Sales and Marketing — and not enough in Customer Success. Don’t Shortchange Second-Order Revenue.

Revenue 347

Revenue Enterprise Customer Success Churn 347

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making. Totango’s integration process is simple and secure.

Revenue 103

Revenue Operational efficiency. Scale Customer Success 103

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. So, it’s legit to have a customer success team in hand. Stay tuned and read on to incur extra SaaS revenue. Lay a top-notch customer success journey!

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

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. In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. But what strategies work?

Customer Success 70

Customer Success Retention Software Review Customer Lifetime Value 70

User Pilot

JANUARY 31, 2023

Have you ever used Customer Success Qualified Lead (CSQL) to drive product growth and increase your revenue? In this article, we’ll go over what a know what customer-qualified lead is, why it’s important to track them and how can this help increase revenue. What is Customer Success Qualified Lead (CSQL)?

Customer Success 81

Customer Success Revenue Software Review Strategy 81

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. Additionally, our CAB members are buzzing about AI.

Customer Success 95

Customer Success Generative AI Scale AI 95

Totango

FEBRUARY 28, 2024

While new customer acquisition remains important, our era of responsible growth underscores the vital importance of guiding customers toward positive business outcomes as the most sustainable pathway to success. This is a revolution for the next turn of customer success: a focus on revenue and post-sale monetization.

Revenue 106

Revenue Scale Artificial Intelligence Outsourced Development 106

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Trends 92

Trends Customer Success Machine Learning Artificial Intelligence 92

Totango

NOVEMBER 16, 2023

These touchpoints serve as critical indicators of overall customer health, enabling leaders to proactively detect risk, prevent churn, and identify opportunities for expansion and revenue growth. This functionality eliminates inconsistencies or missed touchpoints that could result in a negative customer experience.

Customer Success 108

Customer Success Operational efficiency. Communication Churn 108

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 55

Customer Success Customer Lifetime Value SaaS Churn 55

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Payment Services 100

Payment Services Merchant Services Customer Success Business 100

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 113

Customer Success Software Review Technical Review Enterprise 113

CustomerSuccessBox

JUNE 3, 2022

The customer success manager’s function is evolving and expanding, and the reason for this transition is- DATA. The best customer success managers (CSMs) or customer success data analysts — or whatever their official title is – are masters of customer data measurement and analysis.

Customer Success 52

Customer Success Data Management Education 52

Sales Hacker

AUGUST 26, 2022

Activity data lies at the heart of making this goal achievable. The key to making the productivity pivot: Activity data. From here, I’m going to be focusing specifically on a major source of loss for most companies: revenue leak in the sales org. Enter activity data. Factors in the Great Revenue Disconnect.

Scale 84

Scale Revenue Data Technical Review 84

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 114

Enterprise Revenue Scale Innovation 114

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Payments 52

Payments Customer Success SaaS Payments Revenue 52

User Pilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. What is a customer success renewal playbook?

Customer Success 82

Customer Success SaaS Retention Education 82

ChurnZero

MAY 15, 2024

Yet, the data suggests, there’s something else at play: a lack of operational leadership experience within our survey respondents’ teams. When it comes to supportive, interpersonal leadership traits, the data creates a positive picture. 73%) Supporting CSMs in difficult customer situations. (71%) First, CS is still evolving.

Leadership 52

Leadership Customer Success Scale Management 52

Sales Hacker

MAY 28, 2024

Kelly Hopping is currently the Chief Marketing Officer (CMO) for Demandbase where she is responsible for differentiating the go to market platform, increasing brand presence, and accelerating acquisition and conversion of potential customers. Establishing a cohesive customer journey from initial interest to closed-won and beyond.

Revenue 85

Revenue Venture Capital Strategy Marketing 85

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Scale 97

Scale Customer Success Revenue Retention 97

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. SaaS investors prefer to invest in companies where most of their cash flow and total revenue come from recurring revenue.

Customer Success 52

Customer Success Revenue Onboarding Retention 52

Totango

SEPTEMBER 15, 2022

Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. A customer success dashboard provides a powerful tool for tracking key performance indicators (KPIs) and ensuring that your clients are experiencing satisfying outcomes. What is a Customer Success Dashboard?

Customer Success 93

Customer Success Metrics Churn Forecasting 93

Totango

JULY 23, 2021

When it comes to the structure of a Customer Success (CS) team, there are many factors that need to be considered, from the makeup of the team to the technology that will be used. Let’s break down these factors and take a look at what components are needed to structure an efficient and successful CS team. .

Customer Success 126

Customer Success Outsourced Development Technology Leadership 126

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 80

Scale Customer Success Scaling SaaS 80

ChurnZero

MAY 22, 2024

I find that saying the term “digital customer success” in our industry almost always garners one of two responses from CS professionals. Now, there’s absolutely nothing wrong with customer marketing, but that’s just a tiny portion of what we’re really talking about here. or their eyes light up. What the heck do those mean?

Customer Success 52

Customer Success Strategy Technical Review Sales Hiring 52

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 87

Customer Success Strategy Customer Lifetime Value SaaS 87

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Data File Sharing: Dropbox.

Payment Solutions 111

Payment Solutions Payments Customer Success Payment Methods 111

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Trends 98

Trends Customer Success Sales Hiring Scale 98

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). However, if you do your homework and show quantitative data demonstrating CS contribution it will become easy. Areas for Customer Success investment.

Customer Success 52

Customer Success Data Technical Review Headcount 52

User Pilot

JANUARY 7, 2024

Looking for the right revenue growth formula to keep track of your numbers and know how well you’re performing? This article shows you how to calculate revenue growth in the short and long term. TL;DR Revenue growth refers to the increase in a company’s revenue between a specific period and the same period in the past.

Revenue 96

Revenue SaaS Churn Onboarding 96

Sales Hacker

APRIL 16, 2024

8:35 – Secrets behind PreSales Collective’s rapid growth and successful exit. 18:35 – The untapped potential of presales in driving revenue growth. 21:05 – Balancing product-led growth with customer-centricity. 23:35 – Lessons learned from building, scaling, and exiting a successful startup.

Scale 77

Scale Revenue Leadership B2B 77

User Pilot

AUGUST 5, 2023

How can you leverage data tracking to get product growth insights ? Analyzing data is the key to achieving customer success and product growth. So let’s find out how to create a data tracking plan to collect and analyze all data relevant to your SaaS business. What is data tracking?

Data 82

Data Customer Lifetime Value Underperforming Technical Team Data Analysis 82

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. Mixpanel is an event analytics platform that allows anyone to get answers from their customer and revenue data in seconds.

Data 92

Data Finance Enterprise Interviewing 92