ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

Totango

JANUARY 26, 2021

In other words, the number of customers who didn’t churn is the number of customers you retained. For example, if you sell a subscription SaaS product, a simple procedure for calculating your monthly churn rate would be: Take how many subscribers canceled their subscriptions that month. Poor Customer Fit.

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

Sales Hacker

JANUARY 22, 2020

How do you remain knowledgeable on trends concerning your target industry or audience? This is especially true in the Software as a Service (SaaS) industry, in which the subscription-based sales model means prospects are typically committing to a product for months or years at a time. It’s also one of the hardest to teach and develop.

Sales Hiring 78

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 78

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes.

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

OPEXEngine

OCTOBER 5, 2021

The shift to cloud-based subscription models is creating even more value in a thriving sector. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1). Sticky after all. Four ways to drive value. Transform Ops to DevOps.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

SaaStr

SEPTEMBER 12, 2019

At Twilio, I think my entire job there my first two years was throwing t-shirts at people, because everyone had a Twilio t-shirt I think in the developer community in 2010, and that was our marketing strategy. Your sales team becomes more efficient, your customer success team becomes efficient, your customers like you more.

Investment 100

Investment Underperforming Technical Team Sales Hiring Software Review 100

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 128

Scale SaaS Payments Sales Recruiting Payment Services 128

ChurnZero

MARCH 20, 2020

The Goldilocks Principle in Customer Success: Finding the ‘Just Right’ Skill Balance. Not too hard, not too soft, Customer Success skills need to be “just right. ” This makes the idea of a universal Customer Success skills composite that’s “just right” sound more like a farfetched fable.

Technical Advisors 52

Technical Advisors Technical Review Customer Success Software Review 52

SmartKarrot

SEPTEMBER 23, 2022

A customer success health score is built using a vast array of variables. Since tracking every customer is not feasible, hiring a customer health score expert is the next best option. A high score is equal to making the customer delighted. The objective is to develop a strong customer base.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

SmartKarrot

SEPTEMBER 23, 2022

A customer success health score is built using a vast array of variables. Since tracking every customer is not feasible, hiring a customer health score expert is the next best option. A high score is equal to making the customer delighted. The objective is to develop a strong customer base.

Customer Success 10

Customer Success Underperforming Technical Team Payment Solutions Payment Features 10

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. What’s a Customer Health Score? Step 3: Review your customer health score data.

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

SmartKarrot

APRIL 28, 2021

Role: Client Success Director (Real Estate) Location: New York, NY, US Organization: REEF As a Client Success Director, you will drive new business applications, working with internal REEF teams to match qualified applications to the real estate network. Building trust and maintaining strong relationships with each customer.

Customer Success 10

Customer Success Underperforming Technical Team Payment Services Payment Methods 10

Sales Hacker

OCTOBER 15, 2018

Nick talks to us all about customer success , how to measure it, how to think about it, what phases are important and relevant to your company when you’re incorporating customer success, and he also gives his point of view on why aliens have not yet visited the planet earth. What You’ll Learn. And on Stitcher.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

Intercom, Inc.

NOVEMBER 7, 2019

As Head of Sales for Spendesk, Nico was initially inspired by the vision of founder Rodolphe Ardant who had spotted a gap for ‘spend management’ in the B2B market based on personal banking trends. So they created a software that provides control, visibility, and payment methods for corporate finance teams.

Scale 162

Scale Payment Methods Payment Solutions Marketing 162

CustomerSuccessBox

JULY 11, 2022

Anyone who jumps ship is a dead-end for customer success in their eyes. These establishments devote all of their time and resources to pampering newcomers, allowing other customers to suffer the door slamming on their exit. Customers who regrettably churn are those who leave you for reasons within your control.

Churn 52

Churn Payment Services Payment Methods SaaS Payments 52

Intercom, Inc.

APRIL 22, 2019

For Rick Nucci, customers will win as long as AI empowers employees to do more of what they do best – that is, dealing empathetically with other humans – while skipping tedious busywork that could be handled just as well by a bot. For us, that first fit was with growing sales teams. Rick : That shift came about around 2016.

Scale 156

Scale Scaling AI Search Underperforming Technical Team 156

Totango

AUGUST 27, 2019

That’s just one of the many reasons why success in the customer-centered economy means understanding the importance of customer lifetime value. . Understanding the Importance of Customer Lifetime Value. On the other end of the spectrum, you can offer lower-tier customers upsells to grow their CLV. Analyze Trends.

Customer Lifetime Value 61

Customer Lifetime Value Underperforming Technical Team Acquisition Education 61

ProfitWell

MARCH 5, 2020

Plus, GrubHub launches a subscription to get ahead of the competition. Listen wherever you get podcasts: Your top subscription news. Driving product development. Boosting customer loyalty. Yet, one of the most despised emails to receive as a prospect or customer is also the survey. Survey says: feedback rules.

Scale 52

Scale Underperforming Technical Team Airlines Subscription 52

OpenView Labs

SEPTEMBER 17, 2019

Lack of segmentation leads to weak product-market fit. This, in turn, signals potential churn, difficulties getting new sales reps productive, below-average win rates, weak pricing power and never-ending product roadmap discussions. This trend is likely to continue, too, given Cloudflare and Datadog’s S-1s.

Benchmarks 41

Benchmarks Underperforming Technical Team Scale SaaS 41

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. So, that was huge.

Sales Recruiting 171

Sales Recruiting Scale Underperforming Technical Team Pricing 171

FastSpring

JANUARY 27, 2022

In this piece, we offer seven case studies from SaaS companies — small tweaks they made to reduce churn and increase customer LTV. Note: FastSpring offers advanced subscription management services that support free trials, monthly and annual paid plans, proration, discount management, and more. How Castos upsells subscription tiers.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

User Pilot

APRIL 26, 2024

Customer success is a core growth driver for any SaaS business. The SaaS market is crowded with tons of similar products and the best ones that stand out are those who delight their customers regularly. Are you wondering how to retain your customers and make them love your product? No worries! Let’s get started!

Customer Success 81

Customer Success Customer Lifetime Value SaaS Churn 81

SaaStr

AUGUST 7, 2020

From strategies in recruitment and team building to sales tactics, these leaders from Salesforce, nCino, and Vlocity, will discuss the top tips for moving beyond horizontal SaaS and building a billion-dollar SaaS company. David, you talked a bit about the team and the founders. David Schmaier: Sure. Matt Garratt: Thank you.

Payment Solutions 149

Payment Solutions Pricing Payments Payment Services 149

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Scale 98

Scale Customer Success Payments Underperforming Technical Team 98

SaaStr

NOVEMBER 16, 2020

What does it take to scale a sales team successfully? I’ve heard so many good things from Kobie, now at Upfront, and then also the team at Openview. Andy MacMillan: I started my career in tech actually as a developer. How does one instil volume based pricing without disincentivizing usage? Andy MacMillan: Excellent.

Sales Hiring 201

Sales Hiring Scale Leadership Technical Review 201

Point Nine Land

JUNE 18, 2023

Cohort analysis can also help you determine which types of customers are driving your growth, which marketing channels are bringing in the most valuable users, and which product features are most popular with different customer groups. Both can be used to report on customers, subscriptions, and revenue.

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

SmartKarrot

MAY 11, 2020

Research studies show that customer retention is the main growth pillar for products and services in the subscription economy. In such a market, customers are free to select any product or service from a wide range of providers. Customers may quit even due to one bad experience. Source: Displayr.

Churn 10

Churn Artificial Intelligence Subscription Payment Features 10

User Pilot

MAY 12, 2024

Those developing software for mobile devices or cross-platform use should look for alternatives with mobile support (such as the aforementioned Smartlook). It also helps product teams collect user feedback, streamline onboarding, and gather actionable insights from analytics. Set up your metrics to measure growth and retention.

SaaS 52

SaaS Software Review Scale Underperforming Technical Team 52

Chart Mogul

SEPTEMBER 15, 2023

We trust leaders to make decisions on what tools they need to get the most out of their teams. Guide to SaaS Revenue Recognition and Deferred Revenue in SaaS by Ben Murray, The SaaS CFO SaaS revenue recognition is an ongoing priority for SaaS accounting teams. This post describes my recommendations for SaaS board meetings.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

User Pilot

JULY 14, 2023

We also look at: Different types of analyses to include in your framework How to develop a product analytics framework And, the best product analytics tools. Customer journey analysis examines the entire user journey to highlight pain points and opportunities to optimize touchpoints for a better user experience.

SaaS 96

SaaS Underperforming Technical Team Churn Scale 96

SmartKarrot

JANUARY 21, 2021

SaaS product management is necessary to offer better solutions to customers based on their needs. SaaS product management is the way of driving the development, launch, marketing, and improvement of company’s products. This needs to be chalked into a plan and communicated with higher-level teams for internal planning.

Management 11

Management SaaS Scale Underperforming Technical Team 11

ProfitWell

AUGUST 18, 2020

Sarah experienced the pain of an old business paradigm—a model where customers are at the mercy of companies. In this model, customer opinions and their experiences are secondary to those of the company. As more companies move to SaaS and subscription-based models of revenue, this old paradigm is crumbling.

SaaS Payments 111

SaaS Payments Payment Methods Underperforming Technical Team Outsourced Development 111

SmartKarrot

OCTOBER 7, 2020

On the other hand, vertical SaaS trends only have to focus on a certain niche. A smaller outsourced team or even a small in-house troop cuts down on the unnecessary, bigger issues. The customer success picture : While the horizontal SaaS trends have been in the market for a much longer time, say, like a decade or more.

Outsourcing Services 10

Outsourcing Services SaaS Scale Software Review 10

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. I bet most, if not all, of them were based on a subscription. The lightning round.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. I bet most, if not all, of them were based on a subscription. The lightning round.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52