The Top 7 Customer Success Trends for 2020

Totango

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

Insights from Typeform: Leveraging Customer Success to Scale Your Business

OpenView Labs

Successful customers are happy customers. Happy customers stick around and recommend your company to their friends. But how do organizations make customer success work at scale? Why is Customer Success so important to Typeform? Customer Succes

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Annual Planning for Sales Organizations: Headcount, Quotas & Territories

OpenView Labs

Headcount Planning. But headcount planning is often a useful place to start because the inputs required to make decisions are the least dependent on factors outside of the sales organization. This decision will drive many of your other headcount decisions.

The Top 5 Product Usage Metrics for Customer Success Teams

Totango

Product usage metrics reveal the relationship your customer has with your product—and provide context for the relationship you should be having with your customer. Keep an eye on these product usage metrics to understand your customers as their needs and goals evolve: Usage frequency.

ChurnZero Named Customer Success Leader in G2 Winter 2020 Report

ChurnZero

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. ChurnZero helps subscription businesses fight customer churn.

Serious About Customer Success? Your CRM is Not Enough!

ChurnZero

Serious About Customer Success? Now more than ever Customer Success is essential to the long-term success of your entire organization. If you’re serious about Customer Success, your CRM is not enough. . . Customer Success Around the Web.

Expert Tips from Customer Success Leaders

ChurnZero

RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Hiring and Scaling a Customer Success Team.

Professional Services and Customer Success in SaaS Startups

OpenView Labs

Professional Services can certainly add value to the pre and post-sales customer experience through implementation and onboarding, instituting change management and product customization. Increase sales, especially with larger customers.

Top Customer Success Takeaways from Pulse Europe 2018

ChurnZero

For those of you that might not know – this is the premier Customer Success conference in Europe. Customer Success is one of the fastest growing professions in the modern economy. Customer Success is a Top-Down, Company Wide Commitment.

The 4 Challenges Facing Customer Success Teams in SaaS Startups

Tom Tunguz

Yesterday, I spoke on a panel at the Gainsight Pulse conference with Aaron Ross, the author of Predictable Revenue , Jason Lemkin of Storm Ventures who authors SaaStr , and Brian Stafford, a customer success expert from McKinsey. It was great fun to be on the panel and discuss how customer success is transforming SaaS companies by increasing revenue growth, decreasing capital needs, building better products and consequently retaining more customers.

The Playbook to Building a Customer Reference Program with Talkdesk SVP of Client Services Gillian Heltai (Video + Transcript)

SaaStr

Learn from Talkdesk SVP of Client Services how to build a Customer Reference Program. How to create boundaries and norms with the sales team, how to find customer advocates, how to build and scale your program, as well as the difference between incentivized vs. reward program.

What Sales Operations Can Learn from Restaurants

InsightSquared

A clear example is outbound prospecting teams that will often need to reference a nearby customer in their talk tracks. As headcount surges, what specific fields mean, why they are useful, and when the business requires that information can be lost in the shuffle.

Sales 230

Scaling Outside Silicon Valley: Going from $0 to $60M ARR in 4 Years | SaaStr Software Community (Video + Transcript)

SaaStr

Most businesses don’t have a great way to make it easy for customers to choose them. I just thought there should be a way to get their customers to review them on the sites that matter. You’re selling to the wrong customers.

Redpoint SaaS Startup Key Metrics Template

Tom Tunguz

The template is broken into six sections: People, Bookings & Revenue, Cash, Sales, Marketing, Customer Success. This section covers employee satisfaction, headcount, and recruiting metrics. Sales breaks down the new customer acquisition metrics: total AEs, number of ramping account executives, bookings capacity, quota attainment and so on. Customer Success reviews the net dollar and logo retention, plus churns and expansions.

If You Want to Hit The ’20 Plan … You Gotta Be Making the Hires Now

SaaStr

With precise headcount and budget needs. How many Customer Success Managers. Third, build a real marketing / customer acquisition / demand gen budget for next year — and figure out how to start it in Q4 … and how to fund it.

CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story

ChurnZero

CS Platform Increases Team Efficiencies and Optimizes Trial-to-Paid User Conversions – A Success Story. RFP360 was founded to help customers develop strategic RFP processes that deliver results. Maintain a pulse on their customer portfolio. Read the complete success story here.

SaaS Financial Plan 2.0

The Angel VC

Therefore the key drivers of my imaginary startup are organic growth rate, marketing budget and customer acquisition costs, conversion rate, ARPU and churn rate. It is further assumed that all Basic and Pro customers are on monthly plans and that all Enterprise customers are on annual plans.

8 Finance Mistakes Growing SaaS Businesses Make and How to Fix Them

SaaSX

This INCLUDES headcount-related expenses. If you are utilizing Gusto or a similar payroll tool, your headcount expenses are likely coming into your P&L as one (or maybe two) line item(s). Billing Customers Month-to-Month Only.

How to Proactively Engage Clients and Automate Your High Touch Service – A Success Story

ChurnZero

How to Pro actively Engage Clients and Automate Your High Touch Service – A Success Story . As a result of their Customer Success t eam’s rapid growth , the MineralTree team lacked effective automation. Segmented Customer Types .

ChurnZero Leads Momentum Grid on G2 Crowd For Second Season

ChurnZero

ChurnZero Leads G2’s Fall 2019 Momentum Report for Customer Success Software. The two scores combined to give ChurnZero an overall score of 96, beating out the next highest Customer Success provider by 25 points. “We’re

We Haven’t Hit Peak SaaS

Hitenism

In 2014, Mixpanel’s Series B pitch deck spelled out the company’s expansion plans over the next two years: 3x sales headcount and rapidly race towards distribution. Double headcount every 6-9 months. A customer service team (customer success).

How to Calculate Your Customer Renewal Rate

Totango

The rate at which your customers extend their relationship with you determines how fast and how far your enterprise can grow. As such, being able to accurately calculate your renewal rate gives you insight into your customer success team’s performance. Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn. A Guide to Calculating Customer Renewal Rate.

Churn 81

What's the ROI of your mom?

ProfitWell

That’s what David Apple—customer success and sales guru at Notion— is asking. Along with: What’s the ROI of your customer success manager? He references Dan Steinman from Gainsight , who says, “the natural tendency for customers is towards churn.”. In order to retain our customers, we need to dedicate resources to help them extract value out of our product. If we fail, our customers will churn.

When to Scale Sales for Your SaaS Startup

Tom Tunguz

When is the right time to increase sales headcount for a SaaS startup? Second, customers are buying the product ahead of key features or industry-standard features. This kind of pull from the market irrespective of a product’s maturity means the business has built a product that is a top priority for their customers. First, discover the profile of a successful account executive at the company.

Your Product Sells Itself. Now Hire Sales.

OpenView Labs

Sales now accounts for about 7% of the company’s headcount–a similar share of their workforce as marketing or product management. We call them enterprise advocates and it’s something that we began to grow about four years ago, with a focus on really complex large customers.”.

Q&A: Why It’s Time to Build a CS Ops Role in Your Organization

ChurnZero

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. How can systems and tools empower your customer teams.

Understanding the Real Impact of Improving Customer Retention

ChurnZero

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention.

Everything we’ve learned about scaling sales

Inside Intercom

Stripe’s Head of North America Revenue & Growth, Jeanne DeWitt, on driving growth through customer expansion. For instance, if I asked you that question, you could say, “I really like customers, and I really want to do right by them and make sure our product’s a good fit.”

It’s a Rough Time to Be a Startup – Here’s What You Can Do About It

OpenView Labs

Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC). Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!).

The Ultimate Guide to SaaS Product Management

OpenView Labs

They know the immense value of user input and customer development. This article also takes a closer look at key skills needed to be a successful product manager. And they’re extremely empathetic to the needs of the customer. 3 Step Guide to Successful Product Management.

How To Structure Your Sales Organization For Maximum Efficiency

Sales Hacker

Traditional Sales Organizations – Growth of headcount in sales was structured around revenue per individual contributor (IC). CSM: Customer Success Manager – Achieves recurring use of the service.

Speed Up Your Sales Cycle With Lead Scoring: 4 Simple Steps

Sales Hacker

It’s your secret to finding the diamonds in the rough when you need more qualified leads, without increasing headcount. Determine your ideal customer profile (ICP). Once you’ve begun collecting data, you need to choose your Ideal Customer Profile (ICP).

HubSpot’s Michael Redbord on staying in touch with your customers as you scale

Inside Intercom

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds.

It’s a Rough Time to Be a Startup – Here’s What You Can Do About It

OpenView Labs

Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC). Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!).

PODCAST 80: Aligning Revenue Strategy – Death of MQL W/ Catie Ivey

Sales Hacker

We’re seeing our customers ungate more and more, which is why it’s become imperative. Catie Ivey: Our end goal isn’t always the same when you think of marketing and sales and customer success, just for example.

It’s a Rough Time to Be a Startup – Here’s What You Can Do About It

OpenView Labs

Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC). Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!).

How to build, manage and scale a sales team – 12 strategies from the experts

Inside Intercom

Only then will you have the foundation to consistently win new customers, upsell existing ones and see the kind of predictable growth that’ll be the making of your company. The number of customers increases, and the dollars per customer correspondingly grow.

The ultimate guide to sales development

Close.io

In high-performing organizations, marketing teams cast a wide net of outreach through campaigns and content to increase awareness among potential customers. Successful campaigns = more leads. Even precisely targeted campaigns generate just a small proportion of successful leads.

Building rapport: How storytelling helps you win over leads in live chat

Inside Intercom

Exchanging just six messages over live chat makes a visitor 250% more likely to become a customer. Share real customer case studies. “The most convincing story you can tell is one about your current customerssuccess” Let me give you an example.