Customer Success requires customer insights. Insights are unlocked from data. I see far too many SaaS companies deploying Customer Success Managers who capture and share anecdotes and stories. Far fewer using data to generate insights that tell a cohesive story. … Read More The Customer Success Data Gap
I think of a SaaS company as a contiguous system of interdependent functions. All of the functions are critical to the livelihood of the business and we can’t make changes to one area without impacting another. Here are a few examples: Example #1: Increasing the velocity of Sales by offering a trial program will speed up… Read More The Virtuous Cycle of SaaS Customer Success
Here’s a thought exercise to start the day… What if our customers only paid us for performance? In other words, if our product doesn’t produce measurable results, no cash changes hands. What would we do differently to drive performance? How would we measure it? Would we be more careful about who we sell to? How would we measure our own effectiveness in driving customer performance?… Read More Paid for Performance
Who owns upsell? This is a classic question that every SaaS company must answer at one point or another. On one hand, Customer Success Managers interact with customers on a regular basis, have relationships, and understand the needs of users. On the other hand, Sales understands what it takes to move an opportunity from inception to… Read More Customer Success or Sales: Who owns SaaS Upsell, Cross Sell, and Renewal?
One of the 5 pillars of Customer Success is to Demonstrate Value. However, not all value is created equally and it’s important to know what kind of value you’re providing your customers.… Read More Demonstrating Customer Value
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