So there’s kind of a mean exercise I do at board meetings. It doesn’t sound mean, I do it very kindly. But I’ll be honest, it’s a bit of a trick question. A VP of Sales will do a deal review and talk about how they closed a new epic logo for a small initial deal that...
As we gear up for SaaStr Europa 2024 in London on 4-5 June and SaaStr Annual 2024 in the SF Bay Area on September 10-12, we wanted to take a look back at some of our most iconic speakers and sessions from over the year, that we can still learn from today. Back at the...
Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. You Mon Tsang, CEO and co-founder of ChurnZero, Colleen O’Sullivan, VP of Integrated Customer Experience at Hubspot, and Jason Lemkin, SaaStr founder and CEO, give their take on where the customer success industry is headed and shares data from the Customer Success Leadership Study done by ChurnZero at the close of 2023.
Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO of SaaStr, answer your Top 10 SaaS Customer Success Questions of 2024 and what they mean going into 2024.
Dear SaaStr: What are your thoughts on outsourcing customer support? There are certainly cons to traditional outsourced support vs. highly trained support that works right inside your company. But I’d think about it this way as a continuum … from Worst to Best:...
Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. It could be more or less, but that’s a rough way to think about...
As we gear up for SaaStr Europa 2024 back again in London on 4-5 June and SaaStr Annual 2024 in the SF Bay Area on September 10-12, we wanted to take a look back at some of our most iconic speakers and sessions from over the year, that we can still learn from today....
Is it the end of an era for customer success in SaaS? SaaStr CEO Nick Mehta joins SaaStr CEO and Founder Jason Lemkin to share their prediction for 2024.
Dear SaaStr: What are the most effective ways of increasing SaaS activation rates? In the early and middle days in customer success, we tend to talk about several core goals and KPIs: Driving up NPS. This always works. More here. Logo retention. Important. ...
Dear SaaStr: Who Should Our First Head of Customer Success Report To? Ah, who should Customer Success report to. It’s not super simple. There are generally 3 options in the early and middle days: CEO. VP of Sales (once you have one) and/or later, CRO once you add one....
So we’ve been talking about customer success at SaaStr longer than almost anyone else, going back to our very first posts in 2012, including on Second Order Revenue. CLTV Isn’t The Whole Story. Don’t Shortchange Second-Order Revenue. And we’ve...
Dear SaaStr: What’s The Best Way to Get Traction After We Have A Few Paying Customers? Answer: try everything that just might work, even a little bit. Then: double down on anything that works even a little. That may sound obvious, but what I mean is, most start-ups...
Dear SaaStr: What Are The Best Ways to Retain Your Customers in SaaS? A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. Too many early-stage VPs of...
Dear SaaStr: Who Should I Hire First to Get My Customer Success Function Going? Key criteria for first customer success hire: – smart – truly understands and cares about the problem your product solves– lives and breathes making customers happy Rest,...
So a little while back we had a deep dive on just how much of a product expert your VP of Sales needs to be, and your sales team in general. More on that here. The bottom line is while views weren’t consistent, I can tell you VPs of Sales that don’t know...