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
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 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
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