At SaaStr, Our NPS Doubled. Then, So Did Our Ticket Sales.
We’re running our own interesting NPS study at SaaStr Inc. labs 🙂 ’18-’19 represented an interesting NPS point for our events. Our first ever SaaStr Europa in Paris generated our highest NPS ever. But the 2018 SaaStr Annual was a bit of an NPS...
How To Treat Your Largest Customer. TL;DR: With Honesty, Insane Commitment and Transparency.
Recently for the SaaStr Annual, we were “the largest customer” for 3 vendors. All 3 “lied” to us … er, if not exactly lied, then substantially and materially over-represented their capabilities and experiences: One vendor was a friend of...
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 over $156m from some of the world’s best VCs in the form of Lightspeed,...
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 in one place. To date, Figma have raised over $42m in VC funding from...
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 engage with their customers. Jason founded the company in 2003 and...
SaaStr Podcast #206: Ryan Barretto, SVP of Global Sales at Sprout Social With 4 Core Considerations Startup Founders Must Recognize When Pricing Their Product
Welcome to Episode 206! Ryan Barretto is the SVP of Global Sales at Sprout Social, a leading provider of social media engagement, advocacy and analytics solutions for business. To date they have raised over $111m in funding from the likes of NEA, Goldman Sachs, and...
SaaStr Podcast #205: Guy Podjarny, Founder & CEO / Snyk Shares The Secret To Building A Truly Successful Freemium Product
Welcome to Episode 205! Guy Podjarny is the Founder & CEO @ Snyk, the developer-first solution that automates finding and fixing vulnerabilities in your dependencies. To date, Guy has raised over $32m in VC funding from Snyk from some of the great of venture...
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, qualities to look for in your team and how to ask for feedback at the best times in the...
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 NPS to improve your product(s) and customer happiness. Also,...
How to Create a $50M ARR Inbound Revenue Machine with Justyn Howard and Mike Volpe (Video + Transcript)
Last February, former Hubspot CMO Mike Volpe sat down with Sprout Social Founder and CEO at the SaaStr Annual to talk product pricing, delivering individualized value, and creating a $50M ARR inbound revenue machine. Check out the full session video and transcript...
Building Customer Empathy Through Storytelling and Creativity with MailChimp (Video + Transcript)
In this session from Annual 2018, MailChimp CMO Tom Klein shares his advice for how to build customer empathy by using storytelling and creativity. And in case you haven’t heard, we’re building a completely immersive experience for SaaStr Annual 2019! With 3 full days...
In software sales, which is better: account executive (new business, fewer accounts, and outbound) or account management (existing account growth and revenue analysis)?
“Better” is hard to say but what is clear is that the Account Management role in SaaS is a much more fluid, in transition role. In recurring revenue, the sale is just the start of a multi-year journey. How do you approach upsell and account growth after the “sale”?...
The #1 Reason COO Hires Fail & Other Lessons from Intercom COO Karen Peacock at SaaStr Annual
Karen Peacock, COO at Intercom, has a passion for helping companies grow and succeed. And she’s pretty darn good at it too. At SaaStr Annual 2018, Karen took to the stage to discuss important lessons learned about revenue, customer success, team building, and more ....
SaaStr Podcast #172: Jon Lee, Founder & CEO @ ProsperWorks on Why It Is Easier To Start In SMB and Work Your Way Up
Welcome to Episode 172! Jon Lee is the Founder & CEO @ ProsperWorks, the #1 recommended CRM for G Suite. To date, ProsperWorks have raised over $85m in VC funding from the likes of True Ventures, Norwest, GV, Bloomberg Beta, and more incredible names. Prior to...
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