Intercom, Inc.

OCTOBER 3, 2019

On this week’s show, we catch up with email marketing strategist, Val Geisler, as she walks us through some practical emailing tips, her process for onboarding, and why she likens career progression to a spiral staircase. Think about onboarding like you’re hosting a dinner party. The dinner party approach to onboarding.

Onboarding 143

Onboarding Sales Hiring Churn Consulting 143

SaaStr

JULY 31, 2020

For us, that means including a clear understanding of the challenges and obstacles facing AEs, SDRs, CSMs and Revenue leadership. There is an increased urgency in business – more risk, more potential, more importance on onboarding and customer success,” said Benton. .

Scale 355

Scale Artificial Intelligence Payments Payment Services 355

Sales Hacker

NOVEMBER 10, 2023

Deliver value early – in the product and external to the product In the product The concept of delivering value early is not just a philosophy; it’s a quantifiable metric known as “Time to Value.” ” This metric gauges the duration for users to realize the benefits, measuring onboarding efficiency.

VP of Engineering 93

VP of Engineering Scale Outsourced Development AI 93

SaaStr

MAY 5, 2022

Leaders should prioritize bringing in high performers—individuals who will hit the ground running and push your team’s metrics forward. . In the same way, the focus of sales leadership will become more tantamount as organizations grow. Make sure your teams know what metrics they need to hit to win.

Scale 229

Scale Sales Hiring Scaling Sales 229

CustomerSuccessBox

JULY 2, 2019

Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow.

Onboarding 66

Onboarding B2B SaaS Scale 66

SaaStr

JANUARY 6, 2021

When Howie first started the company, they made the commitment to make the product experience more intuitive without taking away from the elegance of the onboarding experience. Lastly, as a platform business, he had to avoid the temptation to optimize visible, short-term metrics such as revenue.

Scale 207

Scale Software Review Scaling Sales Hiring 207

SaaStr

OCTOBER 17, 2023

Mastery of funnels — CS has many funnels like onboarding, usage, case studies, and expansion. Break out onboarding from the Customer Success function. Onboarding vs. Customer Success You do this to create capacity. They sign the contract, onboard, and the motion is done. Scale starts with great onboarding.

Scale 161

Scale Sales Hiring Customer Success Scaling 161

User Pilot

JULY 17, 2023

The responsibilities of product teams include facilitating product discovery , launches and releases , customer onboarding , feature adoption, and account expansion. In structure by metrics, different teams work to improve different KPIs. Product onboarding – designing experiences that enable users to discover the product value.

SaaS 98

SaaS Scale Leadership Customer Lifetime Value 98

SaaStr

JANUARY 28, 2024

It’s an onboarding strategy. Folks struggling, running out of money, and/or with bad metrics, think adopting “PLG” will somehow magically cure all ills. Should Your Free Edition … Be Even Free-er? But for most of us without a truly viral app, my #1 bit of advice is: don’t confuse Free with a marketing strategy.

Strategy 228

Strategy Onboarding Enterprise Startup 228

ChurnZero

APRIL 26, 2019

The difference between an effective and ineffective employee onboarding experience determines the long-term success of a new Customer Success Manager (CSM). When done right, proper onboarding can be a secret weapon for scaling your Customer Success function. So how do you properly onboard a new CSM and minimize their time-to-value?

Onboarding 58

Onboarding Sales Recruiting Scale Sales Hiring 58

User Pilot

JULY 13, 2022

The Reforge blog helps product managers with topics like analytics , team management and development, product leadership , or product strategy. Product Plan blog offers insights into a full spectrum of product management topics like leadership, product discovery , and data analysis. Lokalize blog which focuses on… localization.

Technical Review 98

Technical Review Management Leadership Systems Review 98

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? Onboarding metrics serve two main purposes.

Onboarding 98

Onboarding Metrics SaaS Engagement 98

User Pilot

MAY 20, 2024

You will find out what customer advocacy is, how it improves retention and other key metrics, and learn about different types of customer advocacy programs and how to build them. Customer advisory boards are select groups of customers invited to give strategic input to the company’s leadership , for example, through regular meetings.

Scale 105

Scale Strategy Social Media SaaS 105

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

User Pilot

OCTOBER 11, 2023

Finally, utilizing the right growth experimentation framework can help improve conversion (alongside other metrics ) at key touchpoints in your product. Think about your hypothesis, the type of testing to conduct, sample size, experiment duration, and which metrics you'll track. Let's say your onboarding needs improvement.

Software Review 105

Software Review Onboarding Metrics Data Analysis 105

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. It’s very transparent, very collaborative, and filled with really smart, amazing people.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC?

Customer Success 98

Customer Success Scale Underperforming Technical Team Benchmarks 98

User Pilot

SEPTEMBER 14, 2023

The product marketing manager role involves conducting customer research, developing the GTM strategy , refining product positioning and messaging , managing product launches , and creating onboarding experiences. Product management focuses on the overall strategic direction and champions the product inside the organization.

Management 104

Management Marketing Market Research Product Marketing 104

ChurnZero

MAY 26, 2021

Customer Success Leadership Network. The Customer Success Leadership Network operates as the central hub and premier networking forum for Customer Success professionals worldwide. Preflight is an exclusive tribe of leaders and practitioners who manage customer onboarding, implementations, and value delivery.

Customer Success 86

Customer Success Leadership Onboarding Communication 86

Sales Hacker

MAY 27, 2021

Remote onboarding and training. Developing a quality remote training and onboarding program, for example, is going to take support. Even if you don’t know what kind of solution would solve your problem, make those pain points known to your sales ps and leadership. Onboarding and training remotely. Performance metrics.

Underperforming Technical Team 112

Underperforming Technical Team Sales Software Review Technical Review 112

SaaStr

JULY 19, 2023

How long is the onboarding cycle for a new customer? Is onboarding or implementation taking too long? Key Takeaways Make sure you understand your GTM performance metrics. How many qualified opps are there per sales rep? What do conversion rates look like? How are they trending over time? Do you have an implementation backlog?

Revenue 225

Revenue Acquisition Technical Review Systems Review 225

SaaStr

APRIL 22, 2021

Share all the metrics. Make sure everyone knows 99% of the metrics your investors do, at a minimum. When people see the CEO out with the customers they have worked so hard to close, onboard, support, and retain … it sends the right message. You don’t have to be Buffer. And don’t let them see you sweat too much. Say thank you.

Metrics 278

Metrics Onboarding Sales Engagement 278

SaaStr

NOVEMBER 25, 2023

Most folks default to an input metric like meetings or sales-qualified opportunities or some metric that’s a precursor to revenue. For instance, instead of paying for LinkedIn ads based on their ICP, at Rippling, Sam used a tactic where they take the people in their expanded customer base to drive organic word-of-mouth.

Sales Hiring 207

Sales Hiring Underperforming Technical Team Revenue Sales 207

Ramp Ventures

NOVEMBER 1, 2016

An examination of your onboarding process can reveal a lot of leaks and opportunities to reduce that early churn. With this in mind, you can provide case scenarios, tips and more vital information during the onboarding process to help customers utilize the product for specific types of issues relating to your solution.

Onboarding 40

Onboarding SaaS Churn Education 40

Totango

NOVEMBER 27, 2023

You’ve got data that identifies the root cause of why someone is purchasing your product, and you have to carry that information through onboarding, adoption, and expansion of that account.

Revenue 71

Revenue Sales Customer Success Churn 71

User Pilot

DECEMBER 13, 2023

To make the vision actionable, break it down into specific objectives and select corresponding success metrics. Improves key metrics at each customer touchpoint As a comprehensive plan, a UX strategy enables delivering a consistently positive user experience along the whole user journey. UX vision statement template.

Strategy 104

Strategy Underperforming Technical Team User Experience SaaS 104

User Pilot

JULY 31, 2023

A PMM needs to be aware of several key metrics and KPIs , including acquisition cost, activation , conversion , NPS , adoption , and customer lifetime value. Product-led Onboarding by Ramli John. This book sets out a different way of thinking about the onboarding process: driving engagement from the product itself.

Product Marketing 98

Product Marketing Management Marketing Customer Lifetime Value 98

ChurnZero

SEPTEMBER 24, 2021

Assuming that you’ve already properly prepped for your Customer Success software implementation , I’ll dive into how to approach the technical integration piece of onboarding to ensure you get the most out your purchase, the process, and your vendor partnership. Trust the process. They know their tool best.

Customer Success 98

Customer Success Software Onboarding Communication 98

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. What we love about it: Business, customer and financial metrics are evenly cited multiple times in the description.

Development Team Review 52

Development Team Review Technical Review Software Review Sales Hiring 52

User Pilot

JULY 23, 2023

Work with finance and leadership to manage the budget allocated for GTM activities and ensure cost-effectiveness. Analyzing sales performance and KPIs to provide insights to the GTM team and company leadership. Customer research and generating useful information for creating a competitive advantage. Project planning and execution.

Marketing 96

Marketing Customer Lifetime Value SaaS Advertising 96

Totango

FEBRUARY 1, 2022

In a recent Totango webinar, Chris and Elizabeth discussed the blueprint they used to help the Qlik team implement Totango, including the training program they developed and the adoption metrics they tracked to ensure the training plan was working. Use Metrics to Measure Adoption. 4 Key Takeaways . . Totango can help!

Customer Success 97

Customer Success Scale Leadership Metrics 97

Intercom, Inc.

DECEMBER 16, 2019

A survey from ITSMA and ABM Leadership Alliance found that 45% of marketers report seeing at least double the ROI compared to traditional marketing. Source: ITSMA and ABM Leadership Alliance ). We’re also able to take an account-based approach to the entire customer lifecycle, from acquisition to onboarding and retention.

Scale 189

Scale Marketing Business B2B 189

Valuize Consulting

MAY 4, 2022

While the benefits of a Scale strategy may be immediately clear to your CS organization, it’s another matter entirely to convey the importance and urgency of this strategy to Senior Leadership and obtain their enthusiastic support. Identify Your North Star Metric. Evaluate Your Current Coverage Model.

Scale 52

Scale Customer Success Scaling Strategy 52

Sales Hacker

MAY 6, 2021

Using the aforementioned pipeline metrics to forecast the commercial business drivers well into the future, segmented by the lines of products, market segments, etc to report to the C-level executives and board of directors. Hands-on coaching of sales leadership and individual contributors. Staying in their lane. Their peers.

VP of Engineering 93

VP of Engineering Sales Hiring Sales Recruiting Sales 93

ChurnZero

JUNE 17, 2022

Onboarding sets the tone for a customer’s entire lifecycle. Every onboarding task, meeting, communication, and training must serve a single purpose—and that is to get the customer to realize value. But how do you know if your onboarding tactics are working? Onboarding metrics serve two main purposes.

Onboarding 52

Onboarding Metrics SaaS Engagement 52

Sales Hacker

OCTOBER 26, 2020

Earlier in my career, I helped build a global sales enablement team at Oracle Marketing Cloud that designed, deployed, and measured a sales onboarding program integral to a business unit responsible for $675M in annual recurring revenue. Sales Onboarding. Sales Leadership Coaching. Sales Onboarding. Reinforcement.

Sales Enablement 105

Sales Enablement Sales Hiring Scale Sales 105

Totango

MAY 17, 2023

With an eye on helping customers achieve their outcomes, CS is also well-positioned to bring the rest of the go-to-market leadership team together to deliver maximum customer value at every touchpoint and interaction.

Generative AI 107

Generative AI Marketing Sales AI 107