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…
Continue Reading
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…
Continue Reading
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…
Continue Reading
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…
Continue Reading
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…
Continue Reading
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,…
Continue Reading
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….
Continue Reading
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 /…
Continue Reading
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….
Continue Reading
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…
Continue Reading
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…
Continue Reading
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…
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
Blog Posts, Career Growth & Advice, Customer SuccessAh, 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)…
Continue Reading
Customer Success, Early, Hiring, Q&AAh, 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)….
Continue Reading