Sixteen Ventures

SEPTEMBER 6, 2023

Something doesn’t add […] The post Why High Usage Doesn’t Guarantee Customer Success appeared first on Customer-centric Growth by Lincoln Murphy. Contraction at renewal is creeping up. And expansion is way lower than it should be.

Customer Success 64

Customer Success Churn Engagement Metrics 64

Sixteen Ventures

AUGUST 30, 2023

You’ve built your Customer Success team from the ground up, and you’re rightfully proud of it. You’ve always had your hands on the steering wheel, ensuring smooth rides for your clients. But now your team is growing.

Scale 64

Scale Customer Success Scaling Growth Hacking 64

Sixteen Ventures

JULY 17, 2023

The only universal truth in Customer Success is that it’s always evolving. The more contact our ideas, frameworks, and methodologies have with customers, the more we learn, and the more things need to evolve. If you’re using the strategies and tactics popular even 3 years ago, you’re being left behind.

Customer Success 52

Customer Success Strategy Growth Hacking Engagement 52

SaaStr

SEPTEMBER 23, 2021

These folks rarely have any idea how to do demand gen, ABM, growth hacking, etc. A “VP of Sales & Customer Success” for a VP of Sales job. Product Marketers know how to explain how a product fits. Corporate Marketers know how to expand your brand. But neither has any idea how to get you more leads.

Sales Hiring 266

Sales Hiring Sales Recruiting Growth Hacking Product Marketing 266

Sixteen Ventures

AUGUST 8, 2023

You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?”

Customer Success 52

Customer Success Sales Growth Hacking Churn 52

Sixteen Ventures

AUGUST 8, 2023

You know the feeling – it’s a shared frustration among many in Customer Success. Another seemingly ‘bad fit’ customer is passed to us, and we’re left questioning the Sales team’s understanding of what a good fit really is. It’s easy to think: “Why can’t they just get it right?”

Customer Success 52

Customer Success Sales Growth Hacking Churn 52

Sixteen Ventures

MAY 11, 2023

But the customer postpones. It’s not an uncommon scenario in the world of customer success. But what if we told you that this roadblock could be transformed […] The post The Art of Objection Handling in Customer Success appeared first on Customer-centric Growth by Lincoln Murphy.

Customer Success 52

Customer Success Growth Hacking Engagement Sales 52

Sixteen Ventures

AUGUST 23, 2023

Every Customer Success Manager (CSM) and Head of Customer Success has felt it at some point: the nagging sense that although Goal Discovery is essential, something is missing in the process of keeping those goals continually aligned.

Customer Success 52

Customer Success Management Growth Hacking Churn 52

SaaStr

JUNE 23, 2020

You can’t hack it forever. You can smother customers with love alone in the early days, but as you scale, you need a seasoned customer success team and VP that has done this before. Upsell and retention is an art, science and craft. You’ll need more than 5–6 core engineers to go big.

Part-Time VPE 230

Part-Time VPE CTO Hire Fractional VPE Sales Recruiting 230

SaaStr

NOVEMBER 19, 2020

But a great head of demand gen (or maybe growth hacking if you are SMB) should be very accretive at even $20k in MRR. You’ll probably be ready for your first VP of Customer Success by $2m-$3m in ARR. This will seem crazy early to many of you.

Part-Time VPE 363

Part-Time VPE Sales Hiring CTO Hire Scale 363

SaaStr

APRIL 12, 2021

corporate marketing or growth hacking) insisting on being your CMO. A customer success leader that was good at upsells — which is sort of, but not really, sales — that insists on being your VP of Sales. A director of marketing experienced in one area (e.g.,

Sales Hiring 316

Sales Hiring PayPal Growth Hacking Startup 316

SaaStr

MARCH 13, 2023

Co-founder and CEO of Scratchpad, Pouyan Salehi, and OpenPhone’s Co-founder, Daryna Kulya, share how they consistently engineer delightful experiences for their customers. Prioritize user experience as a growth strategy Today, most SaaS companies depend on growth hacking and funnel optimization to unlock growth.

Growth Hacking 204

Growth Hacking Social Media SaaS Business 204

The Angel VC

JANUARY 15, 2015

Most of the terms like content marketing, inbound marketing or growth hacking didn't even exist yet or weren't widely used. Customer success is not the only area which saw the emergence of "SaaS for SaaS" solutions – there are now dedicated products for subscription billing and subscription analytics , too.

Growth Hacking 113

Growth Hacking Scale SaaS Content Marketing 113

Sixteen Ventures

MARCH 11, 2024

The concept of “pods” in Customer Success Management (CSM) continues to evolve, offering a flexible approach to structuring CSM teams within an overall coverage model strategy.

Customer Success 64

Customer Success Strategy Management Growth Hacking 64

Chart Mogul

DECEMBER 18, 2018

First 90 Days Plan for Customer Success Management. Most customer churn happens in the first 90 days. It will also help point out flaws in your product, sales, pricing plan and / or customer success strategy.” How we went from 10 to 200 paying customers in less than 6 months. The best of the rest.

Growth Hacking 74

Growth Hacking SaaS Systems Review Pricing 74

User Pilot

AUGUST 30, 2023

Product Drive is Userpilot’s FREE online event where experts from top companies come to share growth and marketing insights. The event is for anyone responsible for driving growth for their product. She’s also a bestselling growth hacking instructor (70k+ students) and has a GTM book coming out soon.

Scale 105

Scale AI Growth Hacking Innovation 105

User Pilot

FEBRUARY 4, 2023

WOW experiences are often associated with exceptional customer service but can also apply to the customer experience in other contexts. When you wow your customers with the right strategies, you create a happier user base and increase the odds of long-term customer success.

Social Media 97

Social Media Software Review Growth Hacking Onboarding 97

Sixteen Ventures

OCTOBER 25, 2023

As a Head of Customer Success, you’ve heard the benefits of advocacy. Your advocacy program is more of a flicker than a flame, and you’re wondering if the […] The post Build a Social Proof Machine: Consistently Generate Real Advocates at Scale appeared first on Customer-centric Growth by Lincoln Murphy.

Scale 64

Scale Scaling Customer Success Growth Hacking 64

Sixteen Ventures

OCTOBER 18, 2023

You’re smart; you’ve got your finger on the pulse of Customer Success, and you’re up to your ears in metrics, strategies, and buzzwords. If you’re not focusing on genuine, earned customer advocacy, you’re leaving an unparalleled opportunity on the table. Hold on a second.

Customer Success 64

Customer Success Metrics Strategy Growth Hacking 64

Totango

JANUARY 10, 2019

At its core, customer success is simple: take care of your customers and they’ll take care of your business. Nurture relationships, and not only will customers receive excellent service and well-supported products, but your enterprise will be financially healthy in the long-run. And what new capabilities are available?

Engagement 63

Engagement Growth Hacking Enterprise Forecasting 63

Sixteen Ventures

JULY 20, 2023

Any seasoned leader in Customer Success knows that balancing the right resources and setting the proper groundwork is crucial to effective customer management. As a newly appointed head of Customer Success, you might be asking yourself, “What should I consider when allocating customers to my CSMs?”

Customer Success 52

Customer Success Management Growth Hacking Engagement 52

Sixteen Ventures

OCTOBER 12, 2023

Customer Success isn’t a monolith; it’s a symphony of moving parts. The larger gears—your customer-level KPIs—offer those broad-stroke indicators that often make you nod in satisfaction. Think of it as a well-oiled machine with gears both large and small.

Metrics 56

Metrics Customer Success Growth Hacking Churn 56

Sixteen Ventures

MAY 31, 2023

Are your customers frequently requesting discounts? If you’re a Customer Success Manager (CSM) or a Head of Customer Success, you’ve undoubtedly encountered these dilemmas. Fear not; there’s much more to customer negotiations than yielding to price reduction demands.

Retention 52

Retention Customer Success Pricing Management 52

The Marketing & Growth Hacking Publication

FEBRUARY 12, 2019

Sign Up Today Thanks for reading The Marketing & Growth Hacking Publication Join our Facebook Group. To Create Loyal Customers, Treat Them Like Friends. Here’s Why was originally published in Marketing And Growth Hacking on Medium, where people are continuing the conversation by highlighting and responding to this story.

Growth Hacking 40

Growth Hacking Construction Branding Interviewing 40

Sixteen Ventures

AUGUST 15, 2023

It’s not just another buzzword or a fleeting trend in Customer Success. You get it; Goal Discovery is essential. It’s the foundation of everything we aim to accomplish with our clients.

Customer Success 52

Customer Success Trends Management Growth Hacking 52

Sixteen Ventures

AUGUST 2, 2023

Every Customer Success Manager (CSM) knows the struggle: you have an incredible product that can truly enhance the work of your customers, but they resist. They feel overwhelmed, underprepared, or simply unwilling to take on the new responsibilities that come with implementing your product. Sound familiar? Then buckle up.

Engagement 52

Engagement Customer Success Management Growth Hacking 52

Sixteen Ventures

JULY 30, 2023

Many Customer Success Managers (CSMs) fall into the trap of reactive retention. The truth is, there’s […] The post Customer Retention: Proactive, Reactive, and At-Risk Analysis appeared first on Customer-centric Growth by Lincoln Murphy. You’re not alone. It feels like part of the job, right?

Retention 52

Retention Customer Success Management Growth Hacking 52

Sixteen Ventures

JULY 26, 2023

Customer Success Management (CSM) is challenging enough when you’re dealing with direct customer relationships. As CSMs, how can we navigate the intricacies of partner success in a multi-channel landscape? But when partners are brought into the picture, it adds a whole new layer of complexity to the process.

Customer Success 52

Customer Success Management Growth Hacking Engagement 52

Sixteen Ventures

JULY 13, 2023

But amidst the pressures of targets, competition, and shifting market dynamics, the struggle to optimize revenue operations and foster seamless alignment between Sales, Customer Success, and Marketing can feel like an uphill battle.

Revenue 52

Revenue Customer Success Sales Marketing 52

Sixteen Ventures

JULY 13, 2023

Emails meant to drive essential action from your customers or prospects – only to receive nothing but silence in return. Are you tired of sending emails that are lost in the void, never to be seen or acted upon? You’re not alone.

Engagement 52

Engagement Metrics Customer Success Development 52

Sixteen Ventures

JULY 12, 2023

Whether you’re a Customer Success Manager (CSM), Sales Development Rep (SDR), or anyone tasked with engaging prospects or customers via email, you know all too well that sinking feeling.

Customer Success 52

Customer Success Engagement Development Management 52

Totango

JANUARY 24, 2019

You need to adopt a company-wide strategy and prioritize your customer approach based on actual customer data in order to reduce churn and capitalize on upsell opportunities. Defining Your Customer. The word “obsession” represents the new standard in customer success best practices. You might also like.

Engagement 54

Engagement Growth Hacking Social Media Subscription 54

Outseta

JANUARY 10, 2020

The growth that we’ve realized in website traffic and account sign-ups has happened very organically—we’re continuing to focus on customer success first, unit economics second, and then growth. About 75% of our new account sign-ups find us after reading content that we’ve published. We began “community marketing.”

SaaS Payments 55

SaaS Payments Scale Payment Methods Payment Solutions 55

wepay

FEBRUARY 20, 2018

Its focus is mostly on sales and the list is generally about growth hacks, but despite that the post also thinks about customer interactions in the form of an hour glass rather than a funnel. Nick redraws the typical funnel — you know, leads come in the top and customers pop out the bottom — into an hourglass.

SaaS Payments 40

SaaS Payments Strategy Payments SaaS 40

User Pilot

JUNE 13, 2022

Stay up to date on the latest technologies, growth hacks, and marketing strategies. Userpilot is a cloud-based product experience platform for product and customer success teams to increase product adoption and onboard users through personalized experiences. The 5 Secrets of World-class Customer Success Managers.

Venture Capital 52

Venture Capital SaaS Data Scale 52

FastSpring

SEPTEMBER 16, 2022

But our customer relationships can also be strengthened by giving members additional access to those of us at FastSpring. FastSpring already offers a diverse, responsive support team for customers and their buyers, and we have customer success managers for some of our customers with particularly large or complex businesses.

SaaS Payments 146

SaaS Payments Payment Solutions Merchant Services Software Review 146

ProfitWell

SEPTEMBER 30, 2019

What is growth hacking? Growth hacking was coined by Sean Ellis to describe strategies that singularly and obsessively drive a company's growth. The idea of growth hacking is ambitious, if not vague. They are changes you make across your workflow that align your entire team to work toward growth.

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Growth Hacking Customer Lifetime Value SaaS Business 40