Most B2B SaaS companies know that not all customers are the same. The concept of segmenting customers, and building an account coverage model based on these segments, is not a new idea. At Customer Imperative, we often see early stage SaaS companies choose the customer’s ARR value as the primary segmentation metric. On the surface,… Read More Is Your Customer Segmentation Too Basic?
Our founder, Jay Nathan, had the opportunity to kick off our upcoming webinar series as a guest with ClientSuccess. For our initial webinar we wanted to discuss a widely debated topic – “Where should customer success live? And who should own the ARR number?”. Jay dives in for about 25 minutes on the Customer Imperative… Read More Where Should Customer Success Live? And Who Owns the Number?
Working with B2B SaaS companies all over North America, I get to see all types of CX metrics and KPIs. A theme that I encounter time and again is companies who chase benchmark Net Promoter Scores and other metrics of satisfaction. In general, I admire the pursuit of improving customer success metrics, however, blindly chasing… Read More Stop Chasing the Score
Our discussion with a CRO about his attempt at customer success within his B2B SaaS organization… Read More “It didn’t work for us”
With half my career in management consulting and the other half in consumer tech and B2B SaaS, one theme has been a constant. While buyers and users increasingly expect hyper targeted brand experiences, personalized services and more fluid product interactions, customer centricity – managing your strategy and your customer’s experience across every touchpoint – continues… Read More Top 5 Customer Imperatives for 2019
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
One year. That’s how long you have to master customer success, as it’s predicted to surpass price and product as the most significant factor for brand differentiation by 2020, according to Walker Research. Clearly, the customer success world is revolutionizing faster than ever. While scrolling through the Business2Community’s customer success trends for 2018, one stuck… Read More Customer Success as a Culture
SaaS offerings might be live in the cloud, but your relationships with customers don’t. In a recent article from Neil Patel entitled Only One SaaS Strategy he highlighted FreshBooks.com, an accounting software that sends recently on-boarded clients a cake. That’s right, cake. In our minds, the cake itself is meaningless but the gesture goes… Read More Enhance Your Customer Relationships
Customer Success Management teams need to align themselves with revenue. … Read More Owning the Number
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