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
The dreaded email follow-up from a product you recently started using…Everyone knows that feeling…”Thanks for the email but I’m too busy and I don’t need you to sell me when I’ve barely used your product”… Well, I normally have those feelings – but as I read through this email from Tori at HubSpot I changed… Read More The Makings of a Great Customer Success Email
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?
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
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
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
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)
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
Have you ever considered the difference between the word change and transform? Here’s how Webster’s dictionary defines each: Change: To make different in some particular; to alter. Transform: To change in composition or structure. Do you notice the difference? To change is to modify, I think of incremental improvements. Making something fast, faster; something big, bigger;… Read More Don’t change, transform
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