User Pilot

SEPTEMBER 14, 2023

TL;DR Customer discovery questions enable product teams to better understand customer needs and problems so that they can build products that the potential customer truly needs. To collect the necessary data, you can conduct customer discovery interviews or trigger in-app surveys.

Underperforming Technical Team 87

Underperforming Technical Team Scale Interviewing Social Media 87

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

Totango

SEPTEMBER 6, 2017

They are on a scale that is uncommon for B2B companies, with a $350M run rate, 90K paying customers, and an additional 50-100K free or trial customers at any given time. Sam’s philosophy: “In a perfect world, our products hit the customer needs so well that humans don’t need to be involved at all.”

Customer Success 82

Customer Success Investment Scale Underperforming Technical Team 82

User Pilot

JULY 27, 2023

They also manage finances and supervise one or more engineering teams. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles.

Sales Hiring 97

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 97

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

InsightSquared

MARCH 8, 2021

Nehcole Felix – Customer Success Manager. I’ve helped many companies to build processes and drive value through various Account Management and Customer Success roles. Focus on the things that you can control and work to win, understanding as you engage with your team, or anyone really.

Technical Review 62

Technical Review Development Team Review Underperforming Technical Team Systems Review 62

User Pilot

NOVEMBER 21, 2023

Product launch checklists help align the efforts of all team members, enhance quality assurance, help mitigate risks, enable the evaluation of the launch, and help you deliver a better customer experience. Brainstorm ideas on how to solve customer problems in an innovative way and validate them.

Underperforming Technical Team 92

Underperforming Technical Team Sales Recruiting Social Media Market Research 92

FastSpring

DECEMBER 11, 2020

You need something that makes you think about your digital business in a new way, renews your motivation, and helps you be more innovative. Always think about the customer first, then you can create products that fit their needs. Your most unhappy customers are your greatest source of learning.” – Bill Gates, co-founder of Microsoft.

Payment Methods 147

Payment Methods Underperforming Technical Team New CTO Payment Services 147

User Pilot

NOVEMBER 21, 2023

TL;DR Product managers often don’t get the due recognition for their work and their role is often marginalized by frustrated leadership or other teams. Allocating time for a specific research stage is often a no-go for leadership, so make the habit of interviewing customers continuously. Average ships per person in the team.

Technical Review 90

Technical Review Management Underperforming Technical Team Leadership 90

SmartKarrot

APRIL 20, 2023

Considering the heavy competition and the evolving business environments, it has become more important than ever to put customer success on the pinnacle. However, as businesses keep on the growth streak, scaling customer success efforts can prove to be daunting.

Scale 19

Scale Customer Success Scaling Underperforming Technical Team 19

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. It highlights the bottlenecks and weaknesses of your brand’s customer experience. Following up with customized emails is key for collecting user feedback. About the author: Klaus-M.

Churn 74

Churn Underperforming Technical Team Development Technical Review 74

Sales Hacker

MARCH 15, 2022

Sales development school, marketing school, and more for your entire team. Finally, Outreach — the only engagement and intelligence platform built by revenue innovators for revenue innovators. Get accurate sales forecasting, replace manual processes with real-time guidance, and unlock actionable customer intelligence.

Sales Hiring 93

Sales Hiring Underperforming Technical Team Acquisition Development 93

ChurnZero

FEBRUARY 2, 2021

To end the cycle of terrible, horrible, no good, very bad meetings, try out these approaches designed to ensure everyone has the chance to be heard and make better use of the time we’re given. Provides a forum for cross-team collaboration and rapport building. Best Fit: Team development. Cross-functional collaboration.

Underperforming Technical Team 40

Underperforming Technical Team Technical Review Construction Compensation 40

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. It highlights the bottlenecks and weaknesses of your brand’s customer experience. Following up with customized emails is key for collecting user feedback. About the author: Klaus-M.

Churn 52

Churn Underperforming Technical Team Development Technical Review 52

Totango

OCTOBER 2, 2020

Therefore, it is important to proactively deliver value with customer success best practices that work in both good and bad economic times, such as: Clear, Empathetic Communication. Establishing Customer Status and Goals. Of course, that customer data is useless unless it can be turned into action.

Retention 118

Retention Underperforming Technical Team Churn Customer Lifetime Value 118

SaaStr

JANUARY 28, 2020

Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Obviously, marketing and investments are expensive and we know the cost to keep a customer is obviously a lot less. Aaron : No. Aaron : He wanted it.

Sales Hiring 211

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 211

SaaStr

APRIL 16, 2020

In Today’s Episode We Discuss: * How Carolyn made her way across the pond from Head of US Communications at Orange to GM of Method in SF to then playing a key role in the marketing team at PagerDuty? * How are PagerDuty shifting their strategy? * What does Carolyn believe is the right tone to approach customers within this time?

Scale 187

Scale Underperforming Technical Team Leadership Branding 187

Intercom, Inc.

NOVEMBER 7, 2019

Here are five quick takeaways: The founders of Spendesk noticed that, while the B2C space was innovating with peer-to-peer quickpay options, nothing like that existed in the B2B space (which often lags a few years behind the consumer market). Instead, focus on fostering a culture of communication and feedback loops between the team.

Scale 162

Scale Payment Methods Payment Solutions Marketing 162

User Pilot

JANUARY 30, 2023

They include innovators, early adopters, early majority, late majority, and laggards. The product adoption curve is a concept created by Everett Rogers back in 1962 and further developed by Geoffrey Moore in 2014. They include: Innovators. Innovators (2.5% Innovators (2.5% Early adopters.

Technical Review 92

Technical Review Software Review Underperforming Technical Team Education 92

User Pilot

FEBRUARY 3, 2023

Then, collect direct customer feedback with in-app surveys. You can use CES , CSAT , and NPS surveys across the entire customer journey. Gather insights about your customers from internal teams. Every department likely has unique insights into customers based on their interactions with them.

Software Review 97

Software Review Social Media Underperforming Technical Team Interviewing 97

BetterCloud

MARCH 18, 2020

As your companies have gone through IPOs, acquired other companies, been acquired, experienced massive growth, downsized—we’ve helped you through the good and bad. BetterCloud’s two main priorities are maintaining the health and safety of our employees, and continuing to serve our customers. We’ve seen it all.

Underperforming Technical Team 72

Underperforming Technical Team Consulting Onboarding Innovation 72

User Pilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. TL;DR- 13 Customer Retention Strategies. vs. The Product Growth Tool for Product Teams.

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

OpenView Labs

JANUARY 19, 2022

Because it assumes that prospective customers will only encounter the product with a sales or customer success representative alongside them. While this framework is a practical guide, innovation and creativity is the key to growing a product-led business and keeping users engaged. Some examples are MongoDB and snyk.

Scale 72

Scale Underperforming Technical Team Sales Hiring Marketing 72

Intercom, Inc.

JULY 11, 2019

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. Speak the customer’s language. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? Ep 256: As a global technology provider powering thousands of SaaS companies, Google is at the forefront of driving exciting and innovative technologies to market. Here’s what Eyal and Megan talk about: How to develop software faster. Missed the session?

SaaS Payments 137

SaaS Payments Cloud Technical Review Scale 137

SmartKarrot

DECEMBER 24, 2021

After developing a hypothesis, you can test it by launching a Minimum Value Product (MVP). Once you feel there is a market for your product, you can scale it up according to the requirements and feedback you gathered through your initial customers. Poor management . More churn than growth .

Underperforming Technical Team 10

Underperforming Technical Team Technical Review SaaS Systems Review 10

Full Session

DECEMBER 13, 2022

User behavior tools can impact product adoption by giving your team insights into how users interact with your product. Innovators. Innovators are always looking for the newest and latest products. Early adopters tend to be more risk-averse than innovators but still want to try out new products. Early adopters.

Underperforming Technical Team 52

Underperforming Technical Team Pricing Innovation Metrics 52

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. Does one have to expand the product line to retain customers? First, what is continuous customer development?

Scale 133

Scale SaaS Payments Sales Recruiting Payment Services 133

OpenView Labs

JUNE 10, 2019

For proof, might I suggest the classic post Good Product Manager/Bad Product Manager , which presents a very different vision for the role of product manager than most of us have today). They know the immense value of user input and customer development. Team Alignment. Table of Contents. Best Practices. Product KPIs.

Management 55

Management SaaS Scale Sales Recruiting 55

SmartKarrot

NOVEMBER 10, 2020

A product centric company places all of its focus on product and develops newer and advanced products irrespective of its demand in the market. These companies invest heavily on R&D to develop advanced products and the company expands by adding new product lines to their portfolio. There are great examples of both kinds.

Underperforming Technical Team 21

Underperforming Technical Team Business Customer Lifetime Value Marketplace as a Service 21

TriTuns

MARCH 20, 2019

This guest blog was written by Jason Noble , a UK-based Expert in Customer Success. Jason is also co-host of, “The Jasons Take On…” a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric. It’s not easy.

Sales Hiring 40

Sales Hiring Leadership Underperforming Technical Team Technical Review 40

TriTuns

MARCH 20, 2019

This guest blog was written by Jason Noble , a UK-based Expert in Customer Success. Jason is also co-host of, “The Jasons Take On…” a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric. It’s not easy.

Sales Hiring 40

Sales Hiring Leadership Underperforming Technical Team Technical Review 40

TriTuns

MARCH 20, 2019

This guest blog was written by Jason Noble , a UK-based Expert in Customer Success. a monthly webinar and podcast program that covers a wide-range of customer success topics. Being Customer Centric. Being customer centric is easy to say but hard to do. Hire for customer orientation and customer empathy.

Sales Hiring 40

Sales Hiring Leadership Underperforming Technical Team Technical Review 40

SmartKarrot

APRIL 14, 2023

As a manager, it can be challenging to juggle multiple responsibilities and lead a team effectively. Whether you’re managing a remote team, navigating digital transformation, or resolving conflicts, it’s important to have the skills and knowledge to tackle these challenges head-on.

Technical Review 10

Technical Review Management Underperforming Technical Team Scale 10

Totango

JANUARY 17, 2019

The sooner you engage with the customer to resolve their concerns, the more easily you’ll regain their trust. You can implement software that will help you manage escalations , and make sure your team is well trained in assisting unhappy customers. Listen to your customer to learn why they’re unhappy.

SaaS 74

SaaS Marketplace as a Service Underperforming Technical Team Scale 74

SaaStr

JUNE 4, 2019

You have to be listening to customer feedback and incorporating that as you’re developing your messaging, your positioning, your product names. Use that as the ultimate form of data enrichment to help you understand how your customer is really thinking and feeling about you and your services. I see a few hands.

Sales Recruiting 183

Sales Recruiting Scale Underperforming Technical Team Pricing 183

OpenView Labs

JULY 8, 2019

The situation was this: our engineering team was constantly innovating and adding new functionality. We had a number of customers that paid month-to-month. As you might imagine, many of Zendesk’s customers were not thrilled with this offer. Getting buy-in from cross-functional teams is mandatory for success.

Pricing 61

Pricing Sales Hiring Underperforming Technical Team SaaS 61