Do SMBs Need Customer Success? 100% For Sure If You Also Have Sales Involved

SaaStr

If a sales rep closed a deal, A customer success manager should take it over. An open question around smaller customers is how do you staff up Customer Success for them — if at all. Can you afford to do customer success there?

Rules of Engagement for Customer Success and Sales: Considerations and Examples

ChurnZero

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. Customer Success Manager capacity. Churned Customers. Opt-Out Customers.

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The New (Breakout) Growth Formula: Customer Success + Predictive Sales

Sales Hacker

Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. How Customer Success Drives Predictive Sales and Marketing. It creates a better customer experience. More customers .

Gong’s Linda Lin on customer success strategies for moving upmarket

Inside Intercom

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. Growing your customers into partners.

6 Ways To Get Customer Success More Clout (and a Seat at the Table) – Part 2

ChurnZero

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer health.

[Q&A] Customer Success Maturity Model: Know Where You Stand

ChurnZero

In the rapidly maturing field of Customer Success, if you don’t stop to take stock of the strategy, processes, people, and technology that guide you, it’s easy to lose sight of where you are, and more importantly, where you’re headed. Customer Success Around the Web.

Customer Success & Finance: Get Aligned!

ChurnZero

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. Topics discussed included: • Processes that can help drive customer retention. The total financial impact of customer retention. Customer Success Around the Web.

Predictions for Customer Success in 2019

ChurnZero

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). One customer success trend I’m seeing is the need to develop more repeatable customer education programs. Customer Success Around the Web.

What’s a Good Net Retention Rate in SaaS?

SaaStr

Let’s look at some of the top public SaaS companies: Shopify — very SMB: 100%. Hubspot — mostly SMB: 100%. Surverymonkey — fairly SMB, but going more enterprise: 100%. Zendesk — 116%, mix of SMB and enterprise. Developer-focused, but still fairly SMB.

Creating Self-Service Customer Success That Works for Everyone (Part 3)

OpenView Labs

So far we’ve looked at the first six of seven elements that make up a self-service customer success model that can work for businesses of all sizes. When it’s done well, this model deepens your customer’s engagement while empowering your Customer Service Managers (CSMs) to provide much greater value to all of their accounts. Your customers become engaged and they stay in the flow. As with anything, clear goals and metrics enable success. Customer Succes

Predictions for Customer Success in 2019

ChurnZero

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). One customer success trend I’m seeing is the need to develop more repeatable customer education programs. Customer Success Around the Web.

“The Secret to SMB Sales” Accel Partner Andrei Brasoveanu and Doctolib Chief Development Officer Agnes Bazin

SaaStr

The first step in success with SMB clients is to recognize that it’s not a one size fits all scenario. Companies need a specialized approach for SMB accounts, different than the tactics used for Enterprise. Andrei Brasoveanu will sit down for a conversation with Agnes Bazin Doctolib on how to create a targeted and effective sales process tailor-made for SMB. The topic of the day is secret to SMB sales. These are really the tree points that made a success.

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PODCAST 04: How to 10x Your Business with Customer Success

Sales Hacker

On this episode of the Sales Hacker podcast, we talk with Emmanuelle Skala , VP of Customer Success at Toast. We talk about how to increase revenue from existing customers with a strong customer success team. How to organize and structure a Customer Success team with a specific focus on Customer Experience. The transformative moments in customer experience that driver customer delight. 3) Customer Success at Toast [5:00].

Don’t Settle for Less Than 100% NRR from SMBs

SaaStr

Traditionally, that has meant even 100% Net Revenue Retention can be tough when 20%-30% of your customers may be out of business in a given year! Smartsheet: 123%+ NRR from all customers, so probably ~110% from SMBs : #2. Zendesk: 112% NRR overall, with 40% SMB.

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PODCAST 29: The Customer Success Organization Structure that Creates Alignment & Drives Growth w/ Nick Mehta

Sales Hacker

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 young founders should know about customer success. Why customer success & account management aren’t the same.

We All Sort of Underestimate the Power of 110%+ NRR

SaaStr

120% NRR: Your revenue doubles in 5 years even with no new customers. 110% NRR: Your revenue doubles in 8 years even with no new customers. 100% NRR: Your revenue stays the same with no new customers. Now let’s say all you do is add 30% new customer growth.

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Big Companies Don’t Churn. They Quit You.

SaaStr

Churn is a good term for your SMB and freemium customers. They will come and go, and their lifetime values often will be relatively small & short, so your customer acquisition strategies will have to be extremely precise. The customers want to stay at least that long.

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“The Secret to SMB Sales” Accel Partner Andrei Brasoveanu and Doctolib Chief Development Officer Agnes Bazin (Video + Transcript)

SaaStr

The first step in success with SMB clients is to recognize that it’s not a one size fits all scenario. Companies need a specialized approach for SMB accounts, different than the tactics used for Enterprise. Andrei Brasoveanu will sit down for a conversation with Agnes Bazin Doctolib on how to create a targeted and effective sales process tailor-made for SMB. The topic of the day is secret to SMB sales. These are really the tree points that made a success.

SMB 106

From SMB to Enterprise: A 2-Step Strategy to Boost Adoption & Growth

Sales Hacker

Enterprise sales is hard, which is why most businesses start as an SMB org and grow into an enterprise org. So let’s look at how to drive sales in a high-growth situation, so the transition from SMB to enterprise is smoother (and faster). 2 rules for transitioning from SMB to enterprise. 5 tips to successfully cross the chasm to mass adoption. You see, customers are more aware today than at any time in history. Focus on iterative conversations with customers.

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Dharmesh Shah of HubSpot: From Day 0 to IPO. What Went to Plan. What Most Certainly Didn’t (Video, Podcast + Transcript)

SaaStr

Of course, no success story is without its obstacles. HubSpot’s had a reasonably successful run. Things that we’ve learned along the way that we think have influenced our trajectory, and hopefully increased our odds of having breakthrough success someday as well.

How To Keep Your Customers For a Decade. Or Longer.

SaaStr

Salesforce likes to talk about “Customers for Life”, and while that’s sort of catchy, it’s a little hard to grok what it really means. And the law of Power Laws and Large Numbers means that, obviously, Adobe has closed far more customers under its watch than I ever did.

InsightSquared’s Dreamforce 2017 Sessions for Sales & Sales Operations Professionals

InsightSquared

As part of our increased presence this year, we are teaming up with customers, partners and industry experts to host three interactive break-out sessions throughout the week. Mike Wolff, SVP, Commercial Sales, at Salesforce, Adrian Rosenkranz, Head of SMB Marketing at Salesforce, Peri McDonald, Regional Vice President, Customer Success at Salesforce and Fred Shilmover, co-founder and CEO of InsightSquared.

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PODCAST 53: Transitioning to Move Upmarket from SMB to Enterprise w/ David Katz

Sales Hacker

This week on the Sales Hacker podcast, we speak with David Katz, Senior Director of Sales and Customer Solutions at Intercom. He also gives us a framework for how to move upmarket, and the requirements for taking a company from the SMB space all the way to the enterprise. Strategies for moving upmarket, and how to transition from SMB to enterprise. Focus on the Customer [00:00]. Meet the Customers Where They Are [00:00]. “No” Focus on the Customer.

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SaaStr Podcast #406 with Notion Head of Customer Experience Kate Taylor

SaaStr

406: Kate Taylor is Head of Customer Experience at Notion, one of the fastest-growing startups of the last 5 years with over $68M in funding from some of the best in the business including Index, Daniel Gross, Elad Gil, Lachy Groom, Josh Kopelman and Aydin Senkut to name a few.

What To Expect At Revenue Summit 2018—Aligning Sales, Marketing & Customer Success

Sales Hacker

The Revenue Summit is the only conference with a true focus on aligning sales, marketing and customer success through the lens of technology, empowering B2B leaders to accelerate full funnel growth. of Sales & Customer Ops, Zendesk. Director, SMB Sales, Google Cloud. The post What To Expect At Revenue Summit 2018—Aligning Sales, Marketing & Customer Success appeared first on Sales Hacker. SAN FRANCISCO, CA – Feb.

SaaStr Podcasts for the Week with Pipe and MessageBird — March 13, 2020

SaaStr

Why does Harry believe investing in customer success is far more important than customer acquisition? * And I think the SMB mid-market sector is actually what’s fueling this tremendous growth we’re seeing year over year.

SaaStr Podcasts for the Week with Work-Bench and Initialized Capital — May 8, 2020

SaaStr

What does Jessica believe is the right way for sales reps to engage with new customers during this time? Does Jessica agree with the rule of thumb that in enterprise, on an annual basis, 95% of your customers should retain? It’s to truly care about your customers.

How to Build An Early Customer Warning System

Totango

Many of the companies we talk to today all have the same challenge: they are sick and tired of firefighting their customer accounts. How to Build An Early Customer Warning System. To start building an early customer warning system, follow these three steps: 1.

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The Pressure to Move Up Market Facing SMB SaaS Startups

Tomasz Tunguz

New Customers per Year 1333 6667 13,333 33,333 66,667 133,333. When an SMB SaaS startup is young with quickly growing revenues, more of the same works. Fast-forward two years when the company is at $5M in ARR and the business needs to be adding 13,333 customers each year. At $25M in ARR, suddenly the 100% growth figure demands 33,333 customers. For some SMB SaaS companies, generating this kind of lead volume even at scale isn’t a challenge.

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SaaStr Podcasts for the Week with Bernadette Nixon, Jay Snyder, Nick Mehta, Loren Padelford, and Jason Lemkin

SaaStr

362: The Future of the Customer with Bernadette Nixon, CEO @ Algolia, Jay Snyder, Chief Customer Officer @ New Relic, and Nick Mehta, CEO @ Gainsight. Customers’ expectations are higher than ever with more access to information and options.

What To Do When a Customer Doesn’t Pay? Let it Go and Move On.

SaaStr

As you begin to scale and add a sales team, you’ll encounter more and more drama with “bad” customers. These so called “bad” customers from a sales team perspective will include: Folks that share licenses that shouldn’t be. Folks that use SMB or other editions that should be on your more expensive enterprise plans. First, let’s assume the customer is actually in the wrong (somehow). Blog Posts Customer Success Growth Sales

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SaaStr Podcasts for the Week with Pleo and Talkdesk — September 4, 2019

SaaStr

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? The mortality rate of SMBs is so high that you are going to always have high churn due to the customer segment? How does Jeppe think about being customer informed but not customer-driven?

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SaaStr Podcasts for the Week with Redpoint Ventures, Felicis Ventures, and Adyen — November 22, 2019

SaaStr

As for Travis, prior to joining Redpoint, Travis was head of Customer Growth at Front, after spending 5 years building the global Sales organization at Optimizely, the world’s most popular experimentation platform. Why does it suggest misalignment between customer and vendor from Day 1?

What Sales Operations Can Learn from Restaurants

InsightSquared

A clear example is outbound prospecting teams that will often need to reference a nearby customer in their talk tracks. My brain doesn’t struggle to translate Tier 1, Tier 2, and Tier 3 into SMB, Mid Market, and Enterprise. Articles customer journey customer operations customer success marketing operations sales operationsBoston’s Trident Booksellers and Cafe thrums on a Saturday morning.

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8 Tough Lessons from Closing 12,000 Customers at WebPT (Video + Transcript)

SaaStr

Today for about the next 40 minutes, we’re going to talk how both of you and your respective teams helped propel WebPT to become and industry leader and emase I think it’s now 13 thousand customers around the globe. So I went down the hall, met with the head of marketing, and I discovered a lot about in bound SaaS, about SMB, the importance of building this machine as I call it now that generates all these lovely leads. We have 99% customer retention.

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“7 Tips and Tricks to having happy customers at Scale” New Relic EVP, Roger Scott (Video + Transcript)

SaaStr

Customer expectations are at an all-time high, making it more and more difficult for companies to please them. Companies who understand their customers well are the ones who rise to the top over their competitors. Hear from Roger Scott, New Relic’s EVP and Chief Customer Officer as he shares his 7 tips and tricks for keeping your customers happy— and how to do so at a large scale. As the introduction said, I’m the Chief Customer Officer at New Relic.

A Founder’s Guide to Getting More Leads – ASAP (Video + Transcript)

SaaStr

Salesforce, Yammer, Box, Viva, Success Factors, and of course Gusto and Zoom, which are represented here today. And how much do you think coming from the industry for so long has been a key to your success at Zoom? Because we don’t just help our customers pay people.

SaaStr Podcasts for the Week with Chargebee and Glassdoor — November 1, 2019

SaaStr

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? First, what is continuous customer development? How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise? That’s in a case when pricing is successful.

SaaStr Podcasts for the Week with Pleo and Talkdesk — October 4, 2019

SaaStr

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? The mortality rate of SMBs is so high that you are going to always have high churn due to the customer segment? How does Jeppe think about being customer informed but not customer-driven? How did you think about this, and why did you start with SMB?

SaaStr Podcasts for the Week with Kustomer, Google Cloud, and Zenoss — August 8, 2019

SaaStr

Ep 255: Vikas Bhambri is SVP Sales and Customer Experience @ Kustomer, the startup providing Real-time, actionable views of customers with continuous omnichannel conversations and intelligence that automates repetitive, manual tasks. When should one look to hire their first customer success reps? So tell me, Vikas, I love the world of SaaS, but how did you make your way into the world of SaaS and come to me SVP of Sales and Customers today?

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