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The Beginning of The End of Customer Success, SDRs, and Support Agents

SaaStr

The rise of customer success as a new, empowered function. Human support remained imporant, at least for paying customers. There is a general sense among the leaders in sales software that we will end up with fewer, better SDRs, and that the majority of email and follow-uo will be done with AI. Everyone now.

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5 Predictions about the Future of Customer Success in 2024 with Gainsight CEO Nick Mehta and SaaStr CEO Jason Lemkin

SaaStr

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023.

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Sizing the Web3 B2B Software Market

Tom Tunguz

. % of Revenue spent on Software. Implied Web3 Software TAM, $M. Implied Web3 Software TAM (excluding Ethereum), $M. The average software company operates at about 70% gross margin, so let’s assume a web3 company is similar. At a 10x revenue multiple, web3 software should support about $0.75b to $2.3b

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Forget Support — Optimize for Full Funnel Customer Success

FastSpring

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

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Where Customer Success Reports To Typically, Who Really Owns Renewals, And More from ChurnZero

SaaStr

So ChurnZero put out a great new report surveying 1,037 customer success professionals. There is almost no software and non-headcount budget for CS. 58% of SaaS companies surveyed have a real Customer Marketing function. More on Customer Marketing here. Grab it here. A few things stood out to me: #1.

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4 Recent, Very Bad, Truly Terrible Customer Success Experiences. Just This Week.

SaaStr

Customer Success has gotten worse over the past few years. The best Customer Success teams are still amazing. Often, in a way the software itself can’t. A head of customer success at a unicorn this week asked us for a meeting after turning over team — and literally knew nothing about us.

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Five Best Customer Retention Software Solutions for Customer Success

Totango

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.