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”
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
Customer Success Management teams need to align themselves with revenue. … Read More Owning the Number
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
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