Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Customer Success 249

Customer Success Management Technical Review Onboarding 249

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Customer Success 98

Customer Success Metrics SaaS Banking 98

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Each interaction with our customers is an opportunity to build or break trust, and customer success cannot do this alone,” Hodges said.

Revenue 92

Revenue Sales Customer Success Technical Review 92

SaaStr

SEPTEMBER 12, 2023

Your Customer Success Team. Customer success teams are critical for SaaS companies as they own the customer relationship from start to finish, managing up to 75% of revenue through renewals and upsells. Tie compensation to these metrics to incentivize performance. Hire Early.

Sales Hiring 227

Sales Hiring Technical Advisors Compensation Outsourced Development 227

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

Sixteen Ventures

AUGUST 14, 2022

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. Let me explain. NRR, if you’re not familiar, is a simple metric to understand, but actually quite complex and convoluted to implement in practice. What is NRR? Four Ways to Improve NRR.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

Chart Mogul

MARCH 23, 2023

How good is your business at retaining customers? Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics. Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics.

Retention 52

Retention Metrics Revenue Scale 52

Chart Mogul

JUNE 1, 2023

In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. In an uncertain market, customer retention is key. What is customer retention?

Retention 90

Retention Metrics Benchmarks SaaS 90

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97

Payrix

MAY 14, 2024

No one knows this better (or more intimately) than a software company Chief Revenue Officer (CRO). Adam Tesan, CRO at Worldpay for Platforms, is a seasoned executive leader with decades of experience in sales, marketing, and revenue in the software space. What metrics are used to demonstrate a software company’s strength and success?

Payments 130

Payments Payment Services Payment Solutions SaaS Payments 130

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

FastSpring

APRIL 26, 2022

“It’s likely that a finance or sales tools will be less susceptible to churn than a marketing tool, simply because it’s perceived to be more directly responsible for revenue.”. Ryan points out that many of the largest SaaS companies target enterprise customers that use longer contract lengths, so their churn rate will be lower.

Benchmarks 141

Benchmarks Churn Payments SaaS Payments 141

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 93

Customer Success Engagement Communication Metrics 93

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Technical Review Scale Compensation 98

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. When you think about the opportunity for partnership between marketing and CS, it’s how you can retain that customer and increase their lifetime value.

Scale 94

Scale Customer Lifetime Value Acquisition Customer Success 94

Sixteen Ventures

AUGUST 26, 2020

Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. That’s why we call them Bad-fit Customers. Start tracking time spent with customers… . in Revenue Overnight.

Customer Success 128

Customer Success Churn Leadership Interviewing 128

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 73

Customer Success Engagement Communication Metrics 73

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Scale SaaS Finance 98

SaaStr

JANUARY 5, 2024

It can go in two different directions: What is the right performance metric? Some businesses set up a revenue target that is out of an individual rep’s control. It’s important to think about where the business is before you swing the pendulum all the way down to the revenue side of SDR work. What should quota be?

Sales Hiring 249

Sales Hiring Sales Recruiting Scale Outbound Sales Team 249

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. That’s okay. I have a few tips to help you drive adoption that sticks.

Customer Success 98

Customer Success Software Compensation Leadership 98

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). As we enter another year, Customer Success is poised to be more sophisticated. Managing customer relationships is crucial. 6 Focus areas for a Customer Success Team or a Customer Success Leader.

Customer Success 52

Customer Success Software Review Systems Review Technical Review 52

Payrix

APRIL 17, 2024

Payrix acts as an extension of the platform, providing powerful payments technology that delivers the exact look and feel that platforms want, and comes with white glove service from experts who help drive merchant activation and revenue. For example: How many new customers do you want to onboard in the first 60 days?

Payments 130

Payments Embedded Payments Merchant Services SaaS Payments 130

Totango

OCTOBER 27, 2021

For instance, try including relevant metrics, KPIs or trends in your email that recap the challenges they started out with and how far they’ve come (i.e. It’s important to have a plan in place for how to identify and re-engage customers who may be at risk for churning. Become a Customer Success Ghostbuster.

Customer Success 62

Customer Success Engagement Communication Metrics 62

Sales Hacker

JULY 12, 2021

For years, the work of many revenue operations (RevOps) teams have largely been determined by immediate customer needs. For organizations undertaking their first revenue operations initiative, this reactive approach is natural and necessary. The popularity of revenue operations should come as no surprise.

Revenue 85

Revenue Outsourced Development Systems Review Customer Success 85

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

SaaStr

NOVEMBER 28, 2022

From 2010 until 2015, the SaaS world was becoming more complex with the introduction of static bundles and recurring revenue as an addition to the annual/monthly subscription model. We are seeing more agile packaging and pricing methods, dynamic deals, ramp-up revenue, and consumption and usage. Set them up for success. .

Scale 193

Scale Finance Sales Hiring Scaling 193

SaaStr

MARCH 17, 2021

If every dollar of ARR is worth $6+ in the long term, including upsells and second order revenue … then of course, by the same token, for every dollar of ARR that churns … you’re losing $6 of notional ARR. Lose a $100k customer? If 15% of your revenue churns each year, find the other 15% that’s at risk.

Churn 240

Churn Metrics Customer Success Investment 240

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort.

Customer Success 93

Customer Success Technical Review Systems Review Compensation 93

SaaStr

JANUARY 31, 2024

Christian explains, “The big aha is figuring out it’s not about the pipeline. Ruthless transparency in sales can certainly be challenging to develop since most sales reps like to perform against a metric they can control and feel good about. The benefits are chunkier revenue and stickier, and investors highly value it.

Enterprise 245

Enterprise Scale Sales SaaS 245

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. But my path was more of a meandering path.”. They give us NPS goals. I just don’t.

CTO Coach 52

CTO Coach Customer Success VP of Engineering CTO Hire 52

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Achieving a 125% increase in ARR (Annual Recurring Revenue) is not an easy task. as these are crucial to improve your revenue), and try not to skip any point. Let me try to explain the aforementioned steps using real examples.

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

CustomerSuccessBox

APRIL 19, 2022

In this hyper-competitive SaaS world, businesses that have enhanced customer experience make it to the top 10% of the SaaS businesses that are able to achieve 125%+ MRR(Monthly Retention Rate). Companies use customer journey analytics because it is one of the most effective ways to. Customer Care and Customer Service Team.

Scale 52

Scale Metrics Underperforming Technical Team Customer Lifetime Value 52

SaaStr

AUGUST 8, 2022

In a special SaaStr Annual session, Brex CEO & Co-Founder Henrique Dubugras and Mutiny CEO & Co-Founder Jaleh Rezaei reveal the secrets to building a successful SaaS business based on a product that customers need and love. So, their goal was to create a no-code platform that companies could use to convert and build revenue.

Startup 183

Startup Consulting Product Marketing Revenue 183

CustomerSuccessBox

FEBRUARY 28, 2022

Undoubtedly, this change has crept into the Customer Success world as well. This is why the blog explains why the ‘ LAER model in Customer Success’ is too important a topic to ignore. As a Customer Success professional, you’d know how difficult it is to expand your customer base.

Customer Success 52

Customer Success Technical Review Software Review Technology 52

Valuize Consulting

NOVEMBER 5, 2021

Net Dollar Retention (NDR) is the most important business metric that SaaS companies should be tracking. NDR captures and reflects the growth and performance of your overall business and revenue. Are there specific trends, reasons or customer feedback that explain your performance? Forecast Your NDR Performance.

Scale 52

Scale Metrics Forecasting Leadership 52