Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team.

Sales Hiring 90

Sales Hiring Customer Success Sales Recruiting Technical Review 90

SaaStr

DECEMBER 1, 2023

Hiring a VP of Sales isn’t new, but the conversations have evolved as the world has. Jason has written about the cheat codes for hiring VPs of Sales since 2012 and realized it was worth a deeper dive. Read the Ultimate Guide to Hiring a Great VP of Sales ebook or What Makes a Great VP of Sales and How to Hire One blog post.

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Sales Hiring Sales Recruiting Sales Interviewing 148

Chaotic Flow

AUGUST 18, 2015

SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. It is typical in B2B software for customer acquisition to eat up 50% or more of total costs.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

CustomerSuccessBox

DECEMBER 13, 2021

He’s one of the Top 100 Customer Success Strategists. SuccessHACKER is a Customer Success advisory firm focused on providing education, recruiting, and consulting to high-growth companies. Here, he talks about the steps to get a perfect customer onboarding. Every customer is different.

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Onboarding Sales Recruiting Underperforming Technical Team Consulting 52

Chart Mogul

DECEMBER 13, 2019

Getting a new customer on board is a happy time for every sales team, but it’s not quite the end of the road. The final step is the sales to customer success handoff process that lays the foundation for retaining customers successfully. Tweet this quote. Set expectations from the start.

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Underperforming Technical Team Customer Success Outsourced Development Sales 52

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? And how can customer success teams address them to ensure product growth? As a SaaS company, your ultimate goal is to retain customers and keep them happy with your product. However, sometimes things don’t go as planned, and customers churn. moment faster. #3:

SaaS Payments 95

SaaS Payments Churn Underperforming Technical Team Payment Methods 95

CustomerSuccessBox

MAY 25, 2022

While keeping your clients satisfied can feel like a challenge at times, churn is frequently caused by mistakes in the onboarding process. The initial few interactions a customer has with your firm are crucial to their overall satisfaction with your product. Suggested Read : The Ultimate Guide to Customer Onboarding.

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Onboarding Underperforming Technical Team SaaS Social Media 52

Totango

OCTOBER 23, 2020

Onboarding is defined as the actions your company takes after a customer signs up to use your product. These actions are crucial to customer success, as they will set the tone for your client-brand relationship moving forward. The Three Stages of Onboarding . New Customer Welcome . Expectation Setting.

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Onboarding Underperforming Technical Team Scale Systems Review 71

CustomerSuccessBox

JULY 26, 2022

The position of Customer Success leader imposes specific responsibilities on the holder. Most of us face competition from both direct and new competitors, as well as other ways customers can spend their limited time and money. What objectives do customers desire that we do not provide? These are some of them.

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Customer Success Underperforming Technical Team Technical Review Systems Review 52

ChurnZero

MARCH 4, 2022

This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. This analysis was first developed by Kurt Lewin who is often recognized as the founder of social psychology. Manage customer feedback.

Customer Success 95

Customer Success Scale Underperforming Technical Team Onboarding 95

CustomerSuccessBox

DECEMBER 13, 2021

In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. Here, he talks about the best practices in Customer Onboarding. It is aimed at creating an ever-growing knowledge base to help customers scale up faster. Can you define successful onboarding?

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Onboarding Scale Underperforming Technical Team Systems Review 52

CustomerSuccessBox

APRIL 7, 2022

And, of course, in remote customer onboarding! Read on to know how remote customer onboarding can do so many things that you never thought could have been possible! Mr. Puneet Kataria shares his experience and observation on how customer success teams can be agile in the Customer Success Vodcast hosted by tl;dv!

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CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. Role of Customer Success Manager in a SaaS Company. CustomerSuccessBox.

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Customer Success Underperforming Technical Team Consulting Software Review 64

Frontegg

MARCH 17, 2022

But what about the traditional Sales-Led Growth? Let’s dive into the Product-Led vs Sales-Led comparison and learn about the main differences. What is Sales-Led Growth? Sales-Led Growth is all about marketing and sales teams. Likewise, if the sales team has poor leadership, leads can’t be handled.

Scale 105

Scale Technical Review Underperforming Technical Team Sales 105

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.

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Sales Hiring SaaS Payments Sales Recruiting CTO Hire 96

ProfitWell

MARCH 2, 2020

That’s what makes a customer success strategy so important. Thinking proactively about how to build products that help customers achieve their goals is the best tool you have for building lasting relationships. It compounds, fostering stronger relationships that retain customers long-term. What is customer success?

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Customer Success SaaS Payments Strategy Payment Services 72

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. Do you need to improve team communication? Check Slack.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

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.

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Underperforming Technical Team Scale Interviewing Social Media 85

User Pilot

APRIL 7, 2023

What are the different types of B2B customer insights for SaaS businesses? When your product is catering to other businesses, it can be difficult for sales reps and other teams to understand the needs and experiences of the clients, especially if the client company sells multiple products.

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Totango

JANUARY 26, 2021

A customer churn analysis is an investigation that uses big data analytics methods to go beyond churn rate and identify underlying factors promoting customer churn. When you know why customers are leaving you, you can develop appropriate preventive measures. Poor Customer Fit.

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Churn Retention Underperforming Technical Team Technical Review 89

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Beloved by their tactical peers, operations brings needed order and logic to busy, results-oriented teams.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

CustomerSuccessBox

DECEMBER 12, 2019

Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment.

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Customer Success Sales Hiring Scale Underperforming Technical Team 59

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Know your North Star KPI Setting up CS team as per those KPI Choose the right CS tool Track, Measure, Improve and build collaborative teams. The metric can be further measured at various stages in the customer journey like-.

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Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

Sales Hacker

MAY 20, 2020

To be successful, organizations have to have good product-market fit , customer trust, and a fantastic customer experience throughout the entire customer lifecycle. As such, much of sales and marketing’s focus is external to attract customers, and rightly so. Building the Sales Enablement Function.

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Sales Enablement Underperforming Technical Team Sales Communication 121

Valuize Consulting

DECEMBER 13, 2021

Customer Success Management: Distinguishing Fact From Fiction. 91% of businesses have said that their Customer Success organization has grown significantly in the last year alone ( Totango , 2021). Reframe: Investing in Customer Success Operations early is critical to scaling your organization effectively.

Customer Success 52

Customer Success Scale Technical Review Underperforming Technical Team 52

Valuize Consulting

JULY 22, 2021

Accelerate Customer Success With Customer Success Operations. Customer Success (CS) Operations is a new addition to the world of Customer Success that has grown exponentially in both size and scope over the last few years. I know most companies focus on: ‘why are we churning customers?

Customer Success 52

Customer Success Scale Underperforming Technical Team Government 52

OpenView Labs

MARCH 3, 2020

But customer success (CS) leaders often drive all departmental improvement off those two numbers. Because they’re stuck with these limited metrics, CS leaders will continue to be second-tier leaders on the exec team (if they’re invited at all). Better onboarding. I realize that’s a bold claim. Hear me out.

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Customer Success Underperforming Technical Team Scale Churn 55

ChurnZero

MARCH 15, 2019

Churn Monster #10: Bad Fit Customer . We’re talking about a bad fit customer. A bad fit customer is a customer who is unable to receive value from your product or service due to a mismatch of currents needs and offerings. You are worried you have acquired a bad fit customer.

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Underperforming Technical Team Churn Software Review Compensation 45

Totango

NOVEMBER 23, 2021

Whether you’re not using a customer success platform yet or you’re using an aging CS tool, there comes a time when you need to upgrade CS software. There are some common symptoms that your current system is no longer up to the task of managing your customer’s success needs.

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Software Underperforming Technical Team Churn Customer Success 91

User Pilot

MAY 14, 2021

Growing numbers of SaaS companies are adding an onboarding survey to their customer sign-up flows. Those that do often gain insights into the needs of their customers, which ultimately translate into an improved product experience for users, higher activation and greater retention. What is an onboarding survey?

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Onboarding SaaS Payments SaaS Underperforming Technical Team 52

SaaStr

JANUARY 10, 2020

.” In the context of the larger article, he’s making the case for manufacturers to adopt a SaaS playbook: become customer-centric, hire Customer Success Managers (CSMs) to engage customers more deeply, deploy technology to manage the customer relationship beyond the initial sale, etc.

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Sales Hiring Scale Underperforming Technical Team Onboarding 134

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).

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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. This isn’t a perfect world, but the question was – how could they invest in customer success from a product-first perspective?

Customer Success 82

Customer Success Investment Scale Underperforming Technical Team 82

ChurnZero

JUNE 10, 2022

Implementing a Customer Success platform is a momentous occasion—the mark of a new beginning and growth. As an implementation team lead, I’ve overseen hundreds of launches—the good, the bad, and the ugly. Conduct your due diligence during the sales process before you purchase. Who needs to be informed?

Software Review 52

Software Review Development Team Review Systems Review Customer Success 52

Sales Hacker

OCTOBER 16, 2019

Want happy employees, happier customers, and more revenue? The secret may surprise you… It’s as simple as a solid sales-to-service handoff. I’ve seen lots of good AND bad handoffs, and learned what to look for the hard way. Keep reading to learn the formula for a good sales handoff process. Onboarding.

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Underperforming Technical Team Sales Outsourced Development Onboarding 50

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

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Scale Scaling Sales Hiring Sales Recruiting 210

Chart Mogul

NOVEMBER 7, 2019

At the Product-Led Institute, we developed the “Triple-A” sprint, which focuses on rapidly identifying problems, building solutions, and measuring impact. The Triple-A sprint gives you a way to build a sustainable growth process and can be used by any team in your business. Ask yourself: Which part of your business is underperforming?

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