Customer Success: Do They Need to Be Product Experts?
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...
How To Boost Your Net Retention Revenue (NRR) to Over 140% with Insider’s CEO and CMO
Hande Cilingir CEO of Insider and Merve Nazlioglu, CMO of Insider, share the 10 game-changing customer marketing tactics they used to achieve to 140% NRR (Net Retention Revenue).
Customers Love to Talk to the CEO. Do More of That Now.
I just wrapped up my 78th customer call since stepping back into the Flexport CEO role 6 weeks ago. I’m a fan of business in the same the way some people are fans of sports. That means I have the greatest job in the world, getting a backstage pass to see how these...
Customer Success Is A Single Digit Hire (Updated)
Hire customer success early. As early as when you close your first 1 or 2 big customers. But should you hire a "VP" early? Yes … if will they actually do the work These days though, a VP often needs a team of 8 to do it … #saastrannual...
To Have Great Support — All Of It Has to Be Great
And, the one thing better than exceptional support, is exceptional support that's included free in your subscription. Not many people know this, but that's a secret HubSpot moat. Something the big, enterprise players can't afford to do because they make...
Have You Visited Your Top 5 Customers This Year? No? Well, Book the Flights.
A ways back on SaaStr, we wrote an important post on your customer success leaders — The 5+2 Rule. That every member of your CS team needs to visit 5 customers in person a month — and be issued 2 customer badges a year (because they visit in-person so...
How to Take Your Strategic Customer Relationships to the Next Level with Lessons from Box and Certa (Video)
Did you know that 80% of customers say that the experience a company provides is as important as the products and services that it offers? As a growing company, building strong partnerships with strategic customers can quickly become one of your biggest assets. In...
I Never Lost a Customer I Actually Visited In Person (Updated)
There’s a lot to talk about in customer success about churn, and about upsells. Together, they are one of the most critical topics in recurring revenue business models. To all that, I wanted to add one very tactical insight: of the 1000s of customers we closed...
How to Create User Delight When Building a Bottom-Up SaaS Business with Scratchpad Co-Founder/CEO Pouyan Salehi and OpenPhone Co-Founder Daryna Kulya (Video)
To expand using a bottom-up model, SaaS businesses need to create a more delightful experience for every user. These experiences don’t just happen when customers unlock your product’s value without jumping through several hoops. The opportunity to delight goes beyond...
CRO Confidential: How Customer-First Focus Drives Retention and Revenue With Brex GM of Startups Lucas Fox (Pod 635 + Video)
While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. One company that has unlocked the secret to solid retention and revenue expansion is...
The Two Things to Do. When You Don’t Know What to Do. (Updated)
And if you don't know the way? Go on a listening tour Go talk to 100 of your customers, at least 20 in person They always have some good ideas Build the best one or two — Jason ✨Be Kind✨ Lemkin 🇮🇱 (@jasonlk) January 25, 2023 There may come a time, or two,...
Dear SaaStr: What Do You Do With Churned Customers?
Dear SaaStr: What Do You Do With Churned Customers? You put them into a Get Them Back bucket and re-market to them with a dedicated program. And you have sales especially follow-up twice. Once in about 90 days, to see if they might want to come back —...
Dear SaaStr: What Were Aspects of Your Startup That Were Easier Than Anticipated?
Dear SaaStr: What Were Aspects of Your Startup That Were Easier Than Anticipated? The part I didn’t originally get as a first-time SaaS founder was how relatively easy it is to grow exising accounts and account size if your customers are happy. 120% NRR: Your revenue...
4 Recent, Very Bad, Truly Terrible Customer Success Experiences. Just This Week.
So I’ve written a bit about a topic that a lot of folks challenge me on. But look, it’s true. Customer Success has gotten worse over the past few years. Much worse. It’s tough to say out loud without making some folks upset, but behind closed...
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