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 insights… what a beautiful vision. This image paints a beautiful image of what’s possible – and no doubt, achievable – however, the devil is in the details. Do you know someone in #CustomerSuccess who wants to use #data? They might like @Lookerdata's Customer Health Module https://t.co/cbnreEL4Kq pic.twitter.com/PdzMb8HlH3 — Brie (@brie_bernstein) May 22, 2017 The… Read More Customer Insights: The devil’s in the details
Change of Sponsor/Champion can be a major source of churn. This is when the financial buyer of your service leaves the company or is promoted into another area of the business. How big this issue will be for your company varies widely by industry norms of leadership retention in the markets you serve. Root cause of churn related… Read More Loss of champion as a churn reason
Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model… When I ran Customer Success at PeopleMatter I interviewed every customer who… Read More Churn Reasons: You’re not digging deep enough
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