Blog Posts, Customer Success, Customer Success, Growth, Sales
In theory, many things can kill a SaaS startup after $4m-$5m ARR In practice, quitting is the only thing In theory, many things can stop a SaaS startup after $4m-$5m…
Continue Reading
Blog Posts, Customer Success, Customer Success, Q&A
Q: How do you build strong relationships with customers? A few simple ideas: A formal review call 30–60–90 days in. Led by CEO if it’s a key customer. Pick a…
Continue Reading
Blog Posts, Customer Success, Customer Success, Featured Podcasts, Featured Videos, Growth, Podcasts, Scale, Videos
Reducing churn in SaaS, along with increasing new ARR is the backbone to growing your business. In this guide, Andrea Webb, the SVP of Customer Success & Retention at Solarwinds, and Tim Willey, the SVP of Commercial Strategy & Operations at ForgeRock, share their tips for understanding and combating churn.
Blog Posts, Customer Success, Customer Success, Featured Videos, Growth, Scale, Videos
Churn is inevitable, no matter what you do. In this guide, expert Carl Gold of Zuora, explains how to fight churn with data in SaaS.
Blog Posts, Customer Success
There’s a lot of Internet advice that makes a lot of sense, but not necessarily in SaaS. Somewhat bad advice that entrepreneurs share again and again, without having really tested…
Continue Reading
Blog Posts, Customer Success
“Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues. Folks…
Continue Reading
Customer Success, Growth, Sales
If you already have a few bigger deals under your belt, but most are smaller … a few higher-level suggestions: Hire a Very Good VP of Sales that has sold…
Continue Reading
Customer Success, Customer Success, Early, Podcasts
SaaStr Podcast #406: SaaStr 406: Notion’s Head of Customer Experience, Kate Taylor on How To Approach Delegation at Scale, How Leaders Can Truly Empower Their Team Members & The Role of Sales in a World of Product-Led Growth
Blog Posts, Customer Success
I know you are probably like me. You go to a web service. What do you do? Free trial. Sign Up Now. The very, very last thing I am going to…
Continue Reading
Blog Posts, Customer Success, Growth
A ways back we noted a great rant by David Marcus, now of Facebook, and previously President of PayPal. Complaining his employees weren’t using PayPal apps. Well — what did he…
Continue Reading
![B2B SaaS Blog - Pick Up The [D**n] Phone](https://317xq71m28aj1nmtwnk3egnl-wpengine.netdna-ssl.com/wp-content/uploads/2018/06/mimirogers-300x159.jpg)
Blog Posts, Customer Success, Marketing, Sales
If your competition doesn't offer phone support, But you do … Watch your NPS eclipse theirs, all things being equal. Isn't that worth a few bucks? — Jason ✨BeKind✨ Lemkin…
Continue Reading
Blog Posts, Customer Success, Leadership
At the recent SaaStr Summit: Bridging the Gap, Stewart Butterfield, CEO of Slack, shared a funny story. He said with work-from-home, he was able to talk to a lot more…
Continue Reading
Customer Success, Customer Success, Hiring, Podcasts, Sales
Ep. 361: Lara Caimi is the Chief Customer and Partner Officer @ ServiceNow, the company that allows you the power to make work, work better. Prior to their IPO, ServiceNow…
Continue Reading
Blog Posts, Customer Success, Growth, Product
I remember the first time I had a “head of product” in SaaS. I’d known him for many years, and knew he was great … but didn’t really know what…
Continue Reading
Customer Success, Customer Success, Leadership, Podcasts, SaaS Product Pricing, Sales
Ep. 348: Kurt Muehmel is the Chief Customer Officer @ Dataiku, the platform democratizing access to data and enabling enterprises to build their own path to AI in a human-centric…
Continue Reading