“It didn’t work for us”
Our discussion with a CRO about his attempt at customer success within his B2B SaaS organization… Read More “It didn’t work for us”
Author: Jay Nathan
Jay is a former B2B SaaS company executive and Founder of Customer Imperative, a B2B SaaS consulting firm. He is obsessed with customer segmentation, metrics and ensuring that his clients retain their customers and drive upsells to maximize customer lifetime value.
NPS as a Process
I’ve used Net Promoter Methodology for years. It’s sometimes called the “one number needed to grow”, as It basically asks your customers two important questions: 1. How likely are you to recommend us to someone else? (1 – 10 scale) 2. Why did you answer the way you did? There is power in the simplicity… Read More NPS as a Process
Owning the Number
Customer Success Management teams need to align themselves with revenue. … Read More Owning the Number
Channel Partner Success
It’s difficult to find reliable statistics on the failure rate of business partnerships. However, a CMO Council study from back in 2014 reported that as many as 60% of strategic alliances fail. Other sources report failure rates as high as 80% within the first 2 years of the partnership. Despite the failure rates, B2B SaaS… Read More Channel Partner Success
Should CSMs Own Cross Selling?
I love Dave Kellog‘s analogy of “dead farmers.” The idea is that you never want a farmer selling against a hunter. Farmers are typically those sales people who handle expansion sales – CSMs or Account Managers. Hunters are the new business sales folk responsible for bringing in new logos. So, if your cross sell opportunities… Read More Should CSMs Own Cross Selling?
SaaS Growth = New Business + Upsell + Renewal
Tomasz Tunguz from Redpoint points out that ServiceNow, one of the most valuable SaaS companies in the world, uses Land, Expand and Retain to describe their growth strategy. He also points out that as a SaaS business grows, “the fraction of revenue from renewals and expansion outpace new bookings.” This means that the company has captured… Read More SaaS Growth = New Business + Upsell + Renewal
What we learned from 40 B2B SaaS executives
Last week my team and I had the opportunity to spend a full day with Customer Success leaders representing over 40 growth-stage B2B SaaS companies at the JMI Equity Customer Success Round Table.… Read More What we learned from 40 B2B SaaS executives
Customer Success Alignment to SaaS Metrics
We’re often asked what metrics to look at to measure customer success. The answers vary widely from company to company depending on your customer success model, structure and responsibilities that have been assigned to the team. That said, there are some metrics we believe every SaaS company should be looking at. Ideally all customer success… Read More Customer Success Alignment to SaaS Metrics
In-App NPS: Good idea or bad? (spoiler alert: it’s bad)
I got a question from an old colleague today about NPS and whether facilitating it within the product is a good idea. My simple answer is “No,” and I’ll explain why. NPS is about brand loyalty First, NPS is a measure of brand loyalty not product satisfaction. Consider the following from netpromoter.com: “Use your NPS… Read More In-App NPS: Good idea or bad? (spoiler alert: it’s bad)
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