Totango

FEBRUARY 9, 2024

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. What is gross retention?

Retention 108

Retention Underperforming Technical Team Software Review Churn 108

SaaStr

FEBRUARY 16, 2022

Jeff Bezos says that customers are always unhappy; they always want more. As companies begin to succeed, they sometimes develop a tunnel vision towards the customers who have brought them their success. They continue to cater to these customers by responding to small feature requests and addressing their pain points.

Underperforming Technical Team 229

Underperforming Technical Team Company Culture Customer Success Product Marketing 229

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. While this outlook may hold true in other areas of business, software implementation is not one of them.

Software Review 52

Software Review Development Team Review Systems Review Customer Success 52

SaaStr

DECEMBER 14, 2020

But don’t push the customer and prospect to a breaking point before you’ve “earned” the right, from a brand perspective, to ask for all the seats up front. Lean in >heavily< on customer success. The best way to make pos-initial sale land-and-expand happen organically is engaged, happy customers. More on that here.

Scale 293

Scale Sales Hiring Underperforming Technical Team Point of Sale 293

Valuize Consulting

AUGUST 4, 2022

Reaping the full benefits of your selected Customer Success (CS) technology platform and ensuring its adoption across your organization requires a thorough action plan that accounts for common mistakes. Mistake #2: Using Bad Data. Can my team impact this metric? Is it actionable?

Technology 52

Technology Customer Success Underperforming Technical Team Investment 52

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.

Customer Success 52

Customer Success Underperforming Technical Team Technical Review Systems Review 52

ChurnZero

MARCH 19, 2021

Even if that additional upfront work makes us happier or far more successful in the end, we’d rather remain unhappy than make ourselves vulnerable to the unknown of change. Don’t spring sudden changes on your customers or team. Change, such as using a new product, affects our autonomy and power.

Customer Success 88

Customer Success Management Systems Review Technical Review 88

CustomerSuccessBox

JUNE 13, 2022

All of this contributes to bettering customer journeys and propelling the company’s future growth. Customer success and the role of Customer Intelligence. Customer intelligence may assist marketers in achieving a wide range of customer success objectives and activities.

Customer Success 52

Customer Success Artificial Intelligence AI Search Underperforming Technical Team 52

Kellblog

JULY 8, 2020

Mark’s a seasoned startup executive, he’s go-to-market oriented, and he has some large-company chops that he developed earlier in his career. Here’s an edited version of Mark’s top ten enterprise software startup mistakes list, along with a few comments prefaced by DK. You should leverage backdoor references.

Sales Hiring 140

Sales Hiring Startup Software Review Enterprise 140

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

TriTuns

NOVEMBER 1, 2018

If you are like many customer success managers, you are probably extremely focused on the question, “Will our customers be successful with OUR software”. You and your team probably ask yourselves what you, as a customer success professional, need to do to ensure the customer is successful using your product.

Underperforming Technical Team 45

Underperforming Technical Team Customer Success Software Investment 45

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. Score all the forces.

Customer Success 95

Customer Success Scale Underperforming Technical Team Onboarding 95

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.

Customer Success 64

Customer Success Underperforming Technical Team Consulting Software Review 64

TriTuns

NOVEMBER 1, 2018

If you are like many customer success managers, you are probably extremely focused on the question, “Will our customers be successful with OUR software”. You and your team probably ask yourselves what you, as a customer success professional, need to do to ensure the customer is successful using your product.

Underperforming Technical Team 40

Underperforming Technical Team Customer Success Software Investment 40

OPEXEngine

OCTOBER 5, 2021

Over the past decade, software has created tremendous value for investors and businesses, thanks largely to its transformative effect on the economy , its role in developing new cloud-based business models, and its ability to increase efficiency in operations. Sticky after all. Four ways to drive value.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

User Pilot

JULY 27, 2023

TL;DR SaaS, or “Software as a Service,” is a business model that delivers centrally hosted software to subscribers over the internet. They also manage finances and supervise one or more engineering teams. In large companies, the CSM also oversees other customer success roles. Average salary: $95,566/yr.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

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?

Customer Success 72

Customer Success SaaS Payments Strategy Payment Services 72

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.

Customer Success 59

Customer Success Sales Hiring Scale Underperforming Technical Team 59

ChurnZero

JUNE 12, 2020

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. Poor strategy, organization, and execution hurt your productivity and therefore your scalability.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

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.

Underperforming Technical Team 45

Underperforming Technical Team Churn Software Review Compensation 45

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). If the customer is using the product, their churn risk is unpredictable.

Customer Success 55

Customer Success Underperforming Technical Team Scale Churn 55

User Pilot

JANUARY 31, 2023

Identifying at-risk customers is crucial for understanding their behavior, improving customer satisfaction , and reducing churn rate. While identifying high-risk customers, you can address the root causes and focus on working to retain those customers. Tag feature usage.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

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

SaaStr

NOVEMBER 1, 2022

They are hiring leaders, building teams, and attracting advisors in the US while devouring the SV SaaS playbook. Software demand is softening. AI is likely the next platform, dev tools are strategic given the scarcity of developers, cybersecurity is front and center for enterprises, and the data stack is still going strong.

Scale 207

Scale Sales Hiring Cybersecurity Underperforming Technical Team 207

User Pilot

APRIL 7, 2023

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. However, customer insights can help your teams understand all aspects of your B2B partners.

B2B 96

B2B Underperforming Technical Team B2C Scale 96

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

Sales Hacker

JANUARY 22, 2020

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. If the customer isn’t happy, it can cause months of pain — not just for the customer, but for Customer Success.

Sales Hiring 76

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 76

CustomerSuccessBox

FEBRUARY 14, 2019

The searches for the keyword ‘ Role of a Customer Success Manager ’ have been increasing since the last few years. As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Why is it so?

Customer Success 67

Customer Success Management Sales Hiring Underperforming Technical Team 67

User Pilot

MARCH 27, 2023

We finish with an overview of product analytics tools that your team can benefit from. Product analytics are used not only by the product team but also by the customer success and the marketing team, as well as UX designers and devs. As a result, product teams are able to make quicker decisions.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Churn User Experience 98

SaaStr

NOVEMBER 26, 2019

The company’s customers include Etsy, K-Swiss, Toyota, Yelp and Facebook among others. Its customer base spans over 14,000 customers in over 100 countries. sales team. We disrupted this space and ended up pushing out software vendors that had been doing this for 25, 30 years. Join us at SaaStr Annual 2020.

Scale 217

Scale Sales Hiring Underperforming Technical Team Sales 217

User Pilot

JULY 31, 2023

TL;DR Pendo is a product growth platform for product , marketing , customer success , and UX design teams. It enables businesses to analyze user in-app behavior , collect customer feedback to make data-led decisions, improve user onboarding, and communicate effectively with users. How can software companies use Pendo?

Underperforming Technical Team 92

Underperforming Technical Team AI Scale Onboarding 92

Valuize Consulting

JUNE 10, 2020

C ustomer success processes in B2B software businesses today are often inefficient, siloed and lacking scalability. How were your company’s customer success processes created? The state of customer success processes. In some cases, the reaction was to the compelling market hype around customer success.

Customer Success 40

Customer Success Engineering Scale Technical Review 40

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?

Underperforming Technical Team 69

Underperforming Technical Team Development Churn Metrics 69

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

Sales Hacker

OCTOBER 22, 2017

Modern sales teams need competent professionals with a variety of talents, skills and abilities. But in a hyper changing landscap e, which are the most crucial sales skills and traits that reps must possess (or develop) in order to exceed targets and deliver consistent sales success? So is yours. Affinity with Technology.

Underperforming Technical Team 102

Underperforming Technical Team Outsourced Development Development Social Media 102

SmartKarrot

AUGUST 24, 2022

Role: Director of Customer Success Location: Westborough, MA, US (Hybrid) Organization: Connectbase As a Director of Customer Success, you will ensure customers derive maximum value from the Connectbase platform and utilize it to its fullest capability. Manage the post-sale relationship of Catchlight B2B accounts.

Customer Success 19

Customer Success Technical Advisors Underperforming Technical Team Sales Hiring 19

Totango

JULY 18, 2018

According to data from Forrester Research, almost two-thirds of interactions between a customer and a company take place through the Customer Service department. Customers often turn to Customer Service or Customer Support teams for help throughout the customer journey.

Customer Support 56

Customer Support Customer Success Retention Underperforming Technical Team 56