Pick Up The Phone. Answer the Chat. Be Present.
B2B companies, ACV $20k: “We can’t afford to pick up the phone or respond to chat in real-time” B2C companies at $150 price point: “We answer every call and chat in 60 seconds or less”: — Jason ✨BeKind✨ Lemkin #ДобісаПутіна (@jasonlk) April 4, 2022 We’ve...
5 Simple Things You Can Do To Not Lose Your Top Customers
Q: What were the signs you missed before you lost a major customer? Way too many Customer Success teams: – Highlight what's working, often with endless slides – Hide from tough feedback – Don't actually fix what needs fixing Customers that...
What To Do When A Customer Wants to Cancel A Contract
Hopefully, 100% of your customers love you. But as time goes on, you’ll oversell a few deals. Or not quite deliver in some fashion. Or fail to deploy in others. And some customers will ask for their money back. When they e-signed binding, good old-fashioned...
Building a Successful Customer Advisory Board in the Enterprise with Mapistry’s VP of Customer Experience Maya Colato (Pod 539 + Video)
Maya Colato, Vice President of Customer Experience at Mapistry, outlines how you can build a successful Customer Advisory Board.
You Aren’t Doing Enough Customer Marketing
How much do you talk about Customer Marketing? Be honest. It’s the #1 thing SaaS companies do the least of, that they should be doing far more of. It gets almost completely ignored until $15m, $20m ARR, or even longer. And even then, it’s often an...
10 Things Changing Now in the World of Customer Success with Gainsight CEO Nick Mehta (Pod 529 + Video)
Nick Mehta, CEO at Gainsight, discusses ten ways customer success is changing and how you can help your business catch up if you’re still a bit behind.
The Silent, Lurking Churn: Activation Rates Less Than 90%
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 rates at a lot of start-ups I work with, and I saw numbers that shocked me. I often see 60% or so...
Acquiring 10,000 SMB Customers Solely from Data with Gorgias CEO Romain Lapeyre (Pod 527 + Video)
Gorgias CEO Romain Lapeyre shares advice on how to use data to acquire more customers and increase ARR.
How Product and Customer Success Should Scale Together with Dataiku’s CCO Kurt Muehmel and Jagroop Gill (Video)
Whether your SaaS business has two clients or two thousand, the leaders of Dataiku guide you to giving them the best customer experience possible.
You’ll Lose Customers. It Hurts. But Don’t Let Them Become Angry Ex-Customers.
Rough math (varies): 80% or so of your customers will renew no matter what10% will churn no matter what10% are on the fence SMB SaaS focuses all energy on first categorySupport often tied up with second categoryEnterprise SaaS spends huge energy on third — Jason...
30+ Tough Learnings from Losing a Top Customer
On both SaaStr University and Twitter, we had 30+ founders, CEOs and execs share their top, tough learnings from losing one of their top customers. There are some great teachable moments here, and also some deja-vu if you’ve been through it! “I should...
How to Think About The Huge Expenses of Events and Tradeshows
Events and trade shows. They’re back, but they’re expensive. You don’t get enough booth traffic. The folks that do come by are too junior. It sucks up days at a time. The air is convention-center nasty. Too much ice cream, too much alcohol,...
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. The implementation was flawless. There were zero issues. And … we lost them at renewal. Our buyer was kind...
12 Things You’ll Look Back On in SaaS … And Regret
A little ways back 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 the SaaS veterans out there, so I thought it would be worth digging in more on...
Industry News
- IBM to acquire HashiCorp in $6.4 billion deal, reports another revenue miss
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- Oracle is moving its world headquarters to Nashville to be closer to health-care industry
- U.S. bans noncompete agreements for nearly all jobs
- Silicon Valley tech founder sentenced to prison for fraud
- The Most Important SaaS Metric of All: Net New Customer Growth
- 10+ Simple Tips To Help Any Account Executive Close More
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