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
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?
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
“…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
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
customersuccess.io 