If Customers Want to Cancel, Just Let Them. Move On.
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 later? You…
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Blog Posts, Career Growth & Advice, Customer Success, Customer Success, Exit, Featured Videos, Leadership, SaaStr Events, Videos
5 Myths That Stop SAAS Companies from Moving Upmarket with Dropbox (Video + Transcript)
Dropbox Chief Customer Officer Yamini Rangan draws on 20 years of experience to challenge five common misconceptions about SaaS success. From beating the competition to over (or under) relying on…
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Blog Posts, Customer Success, Customer Success, Growth, Q&A
The Fastest Growing Unicorns Have This In Common
In SaaS, they all have top-tier net revenue retention. Even, and even especially, if their customers are SMBs (which churn at a higher rate): PagerDuty, 139% net revenue retention. 5…
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Blog Posts, Customer Success, Customer Success, Fundraising, Growth, Hiring, Product
12 Things You’ll Look Back On in SaaS … And Regret
Recently on LinkedIn and Twitter I put together a list of things that later, once you are successful, even very successful, you’ll regret. It got a lot of engagement from…
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Blog Posts, Career Growth & Advice, Customer Success, Featured Videos, Leadership, Marketing, Marketing, Other, SaaStr Events, Scale, Videos
“7 Tips and Tricks to having happy customers at Scale” New Relic EVP, Roger Scott (Video + Transcript)
Customer expectations are at an all-time high, making it more and more difficult for companies to please them. Companies who understand their customers well are the ones who rise to…
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Blog Posts, Customer Success, Customer Success, Early, Sales
Should You Visit More Of Your Prospects In Person? Almost Certainly
I remember the first customer I lost due to not showing up in person. They were a Fortune 50 customer. We did a CSAT survey, and every user loved us. …
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Blog Posts, Customer Success, Growth, Leadership
Have You Visited Your Top 5 Customers This Year? No? Well, Book the Flights.
A ways back on SaaStr, we wrote an important post on your customer success leaders — The 5+2 Rule. That every member of your CS team needs to visit 5…
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Blog Posts, Company Culture, Compensation, Customer Success, Featured Videos, Growth, Hiring, Leadership, Marketing, Marketing, Metrics, SaaStr Events, Sales, Scale, Videos
A Step by Step Guide to Revenue Growth with Mark Roberge (Video + Transcript)
Mark Roberge is a senior lecturer at Harvard Business School and the former CRO at Hubspot. His session was our highest-rated session at SaaStr Annual 2019 and you’re about to…
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Blog Posts, Customer Success, Early, SaaS Product Pricing, Sales
5 Reasons Not To Raise Prices on Existing Customers. And 2 Better Ways to Do It Anyway.
I remember the first time I tried to do the Old Price-Raise-Without-Notice tactic. We’d closed Qualcomm in Year 1 for the grand total of $10,000. Not all of Qualcomm, but…
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Customer Success, Customer Success, Podcasts, Scale
SaaStr Podcast 212: Nick Mehta, CEO @ Gainsight On Why Burying Customer Success Under Sales Does Not Work
Nick Mehta is the CEO @ Gainsight, the #1 customer success platform for corporate services, turning your customers into your best growth engine. To date Gainsight have raised…
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Career Growth & Advice, Customer Success, Customer Success, Hiring, Podcasts
SaaStr Podcast #209: Amanda Kleha, Chief Customer Officer @ Figma Discusses How To Ensure Successful Cross-Functional Communication
Welcome to Episode 209! Amanda Kleha is the Chief Customer Officer @ Figma, the startup that allows you to turn ideas into products faster through design, prototyping and feedback gathering, all…
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Customer Success, Customer Success, Podcasts, Product
SaaStr Podcast #207: Jason VandeBoom, Founder & CEO @ ActiveCampaign Shares Why Thinking There Is A Price Point You Need For A Rep Is BS
Welcome to Episode 207! Jason VandeBoom is the Founder and CEO of ActiveCampaign, a sales and marketing automation platform that enables small businesses around the world to meaningfully connect and…
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Blog Posts, Customer Success, Early, Featured Videos, Growth, Leadership, Product, SaaS Product Pricing, SaaStr Events, Scale, Videos
Olivier Pomel, CEO of Datadog: How to Build and Sell a Product that Customers Love (Video + Transcript)
Co-Founder at Plato, Jean-Baptiste Coger (JB), held a session with CEO at Datadog, Olivier Pomel, at SaaStr Europa. Pomel focuses his talk on making your SaaS startup customer-centric. He talks…
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Blog Posts, Customer Success, Customer Success, Growth, Hiring, Product, SaaStr Events, Scale, Videos
Best Practices in Customer Success in 2018: Maximizing Revenue, NPS and Happiness (Video + Transcript)
This session with leaders in the customer success space discusses best practices for your customer success teams in 2018. They talk about when to hire your VP of Customer Success,…
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Company Culture, Customer Success, Customer Success, Growth, SaaStr Events, Videos
The Secret to Keeping Customers Happy for 20 Years – Lesson From President at SurveyMonkey (Video + Transcript)
At 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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