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

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. Why aren’t you consumption based in pricing?

Customer Success 98

Customer Success Metrics SaaS Banking 98

CustomerSuccessBox

MAY 8, 2022

Nothing irritates Customer Success Managers (CSMs) more than a product that fails to deliver results. Of course, this has an impact on the customer’s ability to execute their work, but it also has an impact on the CSM’s quota and the company’s general ability to develop and grow. Correlate Price and Value.

Customer Success 52

Customer Success Scale Systems Review Software Review 52

Tom Tunguz

JANUARY 25, 2019

How much can a customer success manager manage? In the SMB the distribution is more uniform. Price points in the SMB can vary widely, as can the success effort. The lower the price point, the greater the number of accounts managed to reach that $2-5M in ARR managed per CSM. But it varies by segment.

Management 229

Management SMB Enterprise Retention 229

SaaStr

DECEMBER 12, 2023

If you’re an SMB, sometimes you only have one person to talk to, maybe the Founder and/ or CEO. Whether they have access to new customers If it’s usage-based pricing rather than a flat fee. You want to align on what success means for them and deliver on it. Otherwise, you’ll have a retention problem.

Point of Sale 259

Point of Sale Forecasting Technical Review SMB 259

SaaStr

NOVEMBER 22, 2020

SMB to Enterprise, decide which you want to start with and toward which you want to move. Product is the best way to differentiate your company and includes your product’s features, quality, reliability, price, and distribution. The go-to-Market team has an Evangelist sales leader with scrappy sales and customer success members.

Scale 311

Scale Scaling Technical Review Systems Review 311

SaaStr

OCTOBER 11, 2023

Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. You don’t want to overwhelm SMB customers, and Monday made this a focus from day one. This is how they optimized the product and pricing. How do you get over 100 for SMB? They tracked every penny.

Scale 164

Scale Sales Hiring Scaling Banking 164

OPEXEngine

JANUARY 11, 2022

Consumption-based pricing is best used when you can accurately and easily break down your service offering into small, digestible units. Many companies in the technology industry are moving toward “pay for what you use” consumption-based pricing models. Four pricing models. Uncommitted contracts. Challenges and shifts.

Pricing 52

Pricing Payment Solutions Outsourced Development Compensation 52

SaaStr

JANUARY 12, 2022

“For large enterprise customers, your stakeholder map is almost always too small” — Alex Farmer, VP CS, Cognite Data. Another top mistake SMB folks make trying to sell enterprise. We all underresource customer success vs. sales. Lost a bank customer we had served well for 5 years and up to.5M

CTO Hire 291

CTO Hire Sales Hiring New CTO CTO 291

SaaStr

FEBRUARY 9, 2024

They had been building toward an SMB audience, so hiring 50 people in sales against a product that wasn’t ready for a specific audience would’ve been a mistake. They had two salespeople and one customer success person. Next, think about product maturity. For Zapier, sales was a new function two years ago.

Scale 275

Scale Sales Hiring Sales Marketing 275

SaaStr

JANUARY 24, 2024

In the beginning, it was solopreneurs and small SMBs coming through the funnel. At Calendly, they had to hire a completely different profile in sales, customer success, and marketing— the composition of the team and the tools that the team will need will change as you create an enterprise-focused motion. The result?

Scale 241

Scale Sales Hiring Scaling Revenue 241

SaaStr

MARCH 26, 2019

They don’t play games with pricing and I know the price is and will be fair from the start. Yes, I know you are handing me off to customer success or whomever. What the mediocre and poor reps do: Play (endless) games with price. Don’t treat an SMB like a F500 company. This saves me a lot of time.

SMB 185

SMB Pricing Customer Success Sales 185

SaaStr

OCTOBER 4, 2019

How does the product build in the early days differ when building for SMB vs enterprise? Why does Jeppe believe that building for SMB makes it easier to build a great culture internally? How does Jeppe think about when is the right time to move into enterprise? What changes? * When do they start to arise? What are the core differences?

Scale 136

Scale SMB Technical Review Software Review 136

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

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Finance 61

Finance Customer Success Scale Customer Lifetime Value 61

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. Now we’re seeing numerous companies price 8 to 12, so it’s definitely jumped up a little bit. Price earnings doesn’t work. Is the bar across the same for a SMB-focused company versus an enterprise-focused company?

Benchmarks 98

Benchmarks B2B SMB SaaS 98

SaaStr

NOVEMBER 9, 2019

You can survive in a very high churn VSB/SMB market, but your CAC has to be super low. Add more value for the same price point. Improve support and customer success. What can you do? I think you have 3 options, which are not mutually exclusive: Get used to it. This really is only sustainable with an epic brand.

Scale 116

Scale Churn SMB Scaling 116

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

SaaStr

NOVEMBER 18, 2020

And you just might be the best customer success manager the company will ever have. Be merciless about raising prices. Don’t invent new categories of pricing if there’s no demand. Treat your customers with utmost respect and appreciation. Don’t go upmarket if you purely, 95-100% an SMB product.

Sales Hiring 363

Sales Hiring Scale SaaS Enterprise 363

SaaStr

JANUARY 7, 2021

Learn how Anthony used brand marketing to place Gainsight as the category leader in customer success, how he’s approaching brand marketing at Front, and how you can effectively leverage brand marketing programs in your marketing strategy. . Should you charge customers based on usage, seats, or both?

Scale 259

Scale Sales Hiring Scaling B2B 259

User Pilot

JUNE 29, 2022

Customer segmentation software is a tool that allows you to segment customers based on shared characteristics such as their in-app behavior, the NPS score, completed milestones in the customer journey, etc. What are the benefits of customer segmentation tools? Excellent customer success team to help you get started.

SaaS Payments 92

SaaS Payments Software Review Payment Solutions Payment Methods 92

SaaStr

NOVEMBER 2, 2019

What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? How does Krish think about purely serving the SMB market? Does one have to expand the product line to retain customers? How does he think about the mortality rate of SMBs? First, what is continuous customer development?

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

Sales Hacker

DECEMBER 29, 2023

The tactics that you use in SMB – focus on building products at scale, overindexing towards UX and UI, having a PLG motion behind the scenes, leading with your product, and adapting the way that you price and package, meaning giving some optionality. Once you state your price in a very factual unashamed way – shut up.

Scale 71

Scale Sales Hiring AI Generative AI 71

SaaStr

MARCH 20, 2020

How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? * How does Rachel think about the importance of getting in front of your customers? There are costs to delivering books to customers.

SMB 180

SMB Scale Startup Marketplace as a Service 180

Sales Hacker

FEBRUARY 2, 2021

SMB Sales vs Enterprise Sales Process. Unlike the self sales model, where the volume of sales is somewhat higher, in the transactional sales model, sales volume is lower with a higher price point. Companies often use this model with specialized products with high price points and usually require more training and customer support.

Scale 95

Scale Enterprise Marketing Sales 95

SaaStr

MAY 8, 2020

I think so much of new sales and customer success are blending together, and that’s actually for the best, but the love you show for your existing customers, you can now extend to new prospects as well. Can we help you help out more with customer success?”, Harry Stebbings: I do agree.

Sales Recruiting 177

Sales Recruiting Technical Review Sales Hiring Outsourced Development 177

Sales Hacker

DECEMBER 29, 2022

I’ve been selling with PandaDoc since 2017, and in my journey from SMB to enterprise AE , I’ve learned solution selling like the back of my hand. Identify the customer needs, then present a customized solution. Figure out a pricing option for a short-long cut, and offer the desired result, tailored exactly to her (questionable?)

Scale 113

Scale Systems Review SMB Software Review 113

SaaStr

MAY 24, 2019

How does Andrew advise founders on the question of whether to start in enterprise or SMB? What are the benefits of starting in SMB? Harry Stebbings: I do want to start there Andrew, and I know a lot of SaaS founders talk to me about this SMB, enterprise, where should I start and where should I move to and from? Are you ready?

Sales Hiring 145

Sales Hiring Scale SMB Sales Recruiting 145

Chart Mogul

MAY 30, 2019

At ChartMogul, our aim is to help our customers become category leaders. We know that transformational customer success focuses on proactive, strategic engagement. It ensures that users are successful. And this kind of customer success may even transcend traditional boundaries to the collective benefit of all parties.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? Vikas Bhambri: That seamlessly flows through then when you hand off to the implementation team or the customer success team, are we meeting those KPIs? It’s not an SMB where you’re getting volumes of 100 a day. Harry Stebbings: Totally.

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

Sales Hacker

JANUARY 9, 2023

Related: How to Transition from SMB to Enterprise: Tips from 3 Experts. SMB, mid-market, and enterprise defined. SMB, mid-market, and enterprise defined. Selling to SMB. SMB, mid-market, and enterprise: What’s the difference? SMB: Small and Medium-Sized Businesses. Benefits of selling to SMB.

SMB 91

SMB Scale Enterprise Marketing 91

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. The first is your customers have to have more stuff to buy. Final point about Talkdesk is that we started selling about five years ago in the SMB space.

Retention 137

Retention VP of Engineering Sales Hiring Scale 137

Sales Hacker

MARCH 22, 2018

3) How to Re-Align Sales and Customer Success for Growth. When you’re targeting a relatively new market, Sales and Customer Success may not always be on the same page. But in order to capitalize on the opportunities of an existing install base, both Sales and Customer Success need to be driven by one vision.

Scale 67

Scale Revenue Forecasting SMB 67

SaaStr

NOVEMBER 16, 2020

Why does Andy think the seat-based pricing model in SaaS will die? Why is volume-based pricing optimal? How does one instil volume based pricing without disincentivizing usage? Harry Stebbings: I do have to ask [inaudible 00:09:30], we both have a common passion for something, [inaudible 00:09:32] pricing.

Sales Hiring 209

Sales Hiring Scale Leadership Sales Enablement 209

Andreessen Horowitz

OCTOBER 16, 2023

As for pricing, how do you know you’re not leaving value on the table? Speaking of, we go beyond the typical discussion of product-market fit into the concept of product-market-sales fit, and what that means for product design, to services, to pricing and packaging, to product management, and more. When should companies offer services?

Product Marketing 82

Product Marketing Scale Sales Hiring Sales Recruiting 82

Neil Patel

FEBRUARY 4, 2021

While the two agencies don’t work together much, they trade referrals if the SMB branch can better help specific clients meet their goals. SMB Digital Marketing Case Studies. NPAccel has helped numerous businesses find success with increased traffic and revenue. See our customer success stories.

VP of Engineering 126

VP of Engineering Marketing Marketplace as a Service Social Media 126

FastSpring

SEPTEMBER 2, 2020

Tracking your LTV/CAC ratio allows you to spend the right amount on customer acquisition while still making a profit. Focuses on Loyal Customers. Knowing how much it costs to bring a customer on board—and how much they’re worth—is key. What’s a Healthy LTV/CAC Ratio?

Scale 135

Scale Payment Methods Payments SaaS Payments 135