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
So, why not let Customer Success Managers grow by designing the customer experience instead of just executing it? … Read More Why aren’t you letting CSMs design the customer journey?
The Second Sale begins immediately after the first sale is closed, and it’s a continuous flow of small wins.… Read More The Second Sale
“…to be successful over the long term in the world of technology as a service, everyone needs to develop more sophisticated tactics to combat the three killer Cs of cost, churn, and commoditization…” – TSIA, Technology-as-a-Service Playbook We can’t stop at product-market fit if we want to build the value of our SaaS companies. There… Read More Three Killer Cs
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