Company Culture, Customer Success, Customer Success, Growth, SaaStr Events, VideosAt SaaStr Annual 2018, Tom Hale, President of SurveyMonkey, talked about SurveyMonkey’s success in customer satisfaction. He talks about NPS, how to understand it and utilize the data from your…
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Customer Success, Customer Success, Early, Podcasts, ProductWelcome to Episode 195! Dan Reich is the Founder & CEO @ Troops.ai, the startup that is the ultimate slackbot for sales teams. To date, Dan has raised over $17m in…
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Customer Success, Early, Q&AIn early days, you basically have 2 decisions to make on comp plans for Customer Success: First, do you want: a variable component (often 85/15 or 80/20 or so), or…
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Blog Posts, Customer Success, Early, Featured Posts, MarketingI want to spend a lot of time in the coming year on SaaStr on Customer Marketing. While the concept may sound old hat to those that have been in…
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Blog Posts, Customer Success, GrowthOne of the most subtly stressful parts of running a SaaS company, or any company with larger customers, is Champion Change. When the key stakeholder at your customer who brought…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&AThe simple answer “of course” in that yearly contracts can’t be cancelled — per se. That’s the whole point of whatever explicit or implicit discount you give for doing a…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A, Sales Strategy“Better” is hard to say but what is clear is that the Account Management role in SaaS is a much more fluid, in transition role. In recurring revenue, the sale…
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Career Growth & Advice, Customer Success, Customer Success, Early, Q&ATypically 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…
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Career Growth & Advice, Customer Success, Customer Success, Featured Q&A, Growth, Q&AThe part I didn’t originally get was how relatively easy is it to grow exising accounts and account size if your customers are happy. We segmented customer retention by Small,…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&AYou don’t. Instead, you drive it down. Each quarter. You can’t eliminate churn. It’s a fact of business life in selling a product with recurring revenue and thus recurring sales….
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&AWhat’s most important is: Segment it. You’re already alluding to this. But generally, between Small, Medium and Larger customers because they will churn at different rates. Net (including upsell /…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&AYou put them into a Get Them Back bucket and re-market to them with a dedicated program. Customers are often not gone forever. Yes, it’s really tough to lose them….
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Customer Success, Featured Podcasts, PodcastsWelcome to Episode 162! Olof Mathé is the Founder & CEO @ Mixmax, the startup that allows you to be a sales pro, providing powerful analytics, automation and enhancements for your…
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Career Growth & Advice, Customer Success, Customer Success, Featured Podcasts, Podcasts, ScaleWelcome to Episode 157! Ross Mason is the Founder & VP of Product Strategy of MuleSoft, one of the world’s leading software platforms making it easy to connect the world’s…
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Customer Success, Early, Marketing Strategy, Q&AFocus on the customers you do have and making them super happy. I’ve been there, we’ve all been there. At least, patches where we weren’t growing fast enough. If you…
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