Blog Posts, Customer Success, Growth, ProductI 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, SalesEp. 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
Blog Posts, Customer Success, Early, Featured Posts, MarketingHow 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…
Continue Reading
Blog Posts, Customer Success, Customer SuccessIt 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…
Continue Reading
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…
Continue Reading
Blog Posts, Customer Success, Customer Success, EarlyThings 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,…
Continue Reading
Blog Posts, Career Growth & Advice, Customer Success, Customer Success, Growth, Q&AIn 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…
Continue Reading
Blog Posts, Customer Success, Growth, Leadership, Marketing, SaaStr Events, Sales, VideosFounder 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…
Continue Reading
Blog Posts, Customer Success, Customer Success, Q&AQ: 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
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…
Continue Reading
Blog Posts, Customer Success, GrowthIt 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…
Continue Reading
Blog Posts, Customer Success, Customer Success, SaaStr Events, VideosLearn 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…
Continue Reading
Blog Posts, Customer Success, Customer Success, GrowthWe’re obviously in a very unique situation today. The pace at which Corona is impacting us all right now is so fast, it’s hard to keep up. Even just in…
Continue Reading
Blog Posts, Customer Success, Customer Success, GrowthThe other day I had a whiplash moment as a customer of a Unicorn SaaS company. I had a large problem with a piece of software with a lot of…
Continue Reading
Blog Posts, Customer Success, Q&AQ: What are the most effective ways of increasing SaaS activation rates? In the early and middle days in customer success, we tend to talk about several core goals and…
Continue Reading