Blog Posts, Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A
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. Â And you have sales…
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Blog Posts, Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A
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…
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Blog Posts, Customer Success
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. …
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Blog Posts, Customer Success, Customer Success, Marketing, Metrics, Product, SaaS Product Pricing, Sales, Videos
Startups often begin with a bootstrapping phase with little to no outside investment. Many, however, will eventually switch to the externally funded phase because bootstrapping isn’t for every business. Some…
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Blog Posts, Customer Success, Marketing, Podcasts, Product, Sales, Videos
Scale-ups are exciting. They demonstrate spectacular growth and expansion while revolutionizing and disrupting industries with new business models. Scaling to satisfy customers’ demands depends on innovation and foresight combined with…
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Blog Posts, Customer Success, Customer Success, Early, Marketing, Q&A, Sales
Dear SaaStr: Should I Start My SaaS App Off Totally Free? Almost always — no matter how freemium you want to go in SaaS, you should at least have a…
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Blog Posts, Customer Success, Customer Success, Videos
If you’re only investing in sales and marketing, you’re missing a huge revenue opportunity. Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through…
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Blog Posts, Customer Success, Customer Success, Hiring, Videos
Rav Dhaliwal, Investor and Venture Partner at Crane Ventures, Lindsey Serafin, VP of Customer Success at Snyk.io, and Caitlin Sullivan, Director of Customer Success at Vanta, discuss what customer success is, who owns it, what customer metrics you should look at, and what you need to focus on if you want to scale digital customer success. Hook Founder & CEO Firaas Rashid moderated the session.
Blog Posts, Customer Success, Early, Growth
120% NRR: Your revenue doubles in 5 years even with no new customers 110% NRR: Your revenue doubles in 8 years even with no new customers 100% NRR: Your revenue…
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Blog Posts, Customer Success, Customer Success, Q&A
Dear SaaStr: How do you handle B2B customers who want a refund on an annual subscription because they didn’t realize that their credit card would get charged again a year…
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Blog Posts, Customer Success
Customers that complain still care You haven't truly lost them until they stop — Jason ✨2022 SaaStr Annual Sep 13-15 ✨ Lemkin (@jasonlk) September 3, 2021 There’s a lot of…
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Blog Posts, Customer Success, Customer Success, Early
One thing that always works is being more customer-centric. It’s something you can do right now, even with no extra leads, no more budget, no amazing VP of Sales. You…
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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…
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Blog Posts, Customer Success, Growth, Sales, Sales
As you begin to scale and add a sales team, you’ll encounter more and more drama with “bad” customers. These so-called “bad” customers from a sales team perspective will include:…
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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. Â Folks…
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