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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…
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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…
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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…
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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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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…
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Blog Posts, Customer Success, Early, Featured Posts, Marketing
How much do you talk about Customer Marketing? Be honest. While the concept may sound old hat to those that have been in the software business for a long time, in SaaS…
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Blog Posts, Customer Success, Customer Success
It took me a little while to see activation rates as literally one of the 3-4 most important metrics in SaaS, but it probably is. I started to track activation…
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Company Culture, Customer Success, Customer Success, Early, Hiring, Leadership, Podcasts, Sales
Ep. 333: Bridget Gleason is the Head of Sales and Customer Success @ Tidelift, the company providing managed open source, backed by maintainers. Tidelift…
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Blog Posts, Customer Success, Customer Success, Early
Things are crazy now in SaaS. If times are tough, it isn’t sales that is going to pull us out, or demand gen. Its your existing customers. Being so loyal,…
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Blog Posts, Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A
In today’s crazy world, more and more vendors are seeing customers that want to cancel annual or longer contracts. What should you do? The simple answer “of course” is that…
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Blog Posts, Customer Success, Growth, Leadership, Marketing, SaaStr Events, Sales, Videos
Founder Guillaume Cabane provides information on when and how to run a growth team and provides multiple examples of growth models. Use these tools to determine how to run growth…
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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…
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Customer Success, Human Resources, Leadership, Podcasts, Sales
Ep. 319: May Habib is the Founder & CEO @ Qordoba, the platform that helps everyone at your company write with the same style, terminology and…
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Blog Posts, Customer Success, Growth
It can be really tough to think through the short-term pressures of churn. SMBs are hurting the most, and the churn will be highest there. Enterprises are churning less, but…
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Blog Posts, Customer Success, Customer Success, SaaStr Events, Videos
Learn from Talkdesk SVP of Client Services how to build a Customer Reference Program. How to create boundaries and norms with the sales team, how to find customer advocates, how…
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