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Custify
Custify is a customer success platform designed to help B2B SaaS businesses manage customer engagement, scaling, and churn rate in the recurring revenue model. Key features include 360° customer view, health scores, lifecycles, playbooks, task management, client outreach, and audience segmentation.
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( votes)Onboard io
Onboard streamlines the customer onboarding and implementation process for modern success teams. Companies can automatically create custom launch plans from CRM data, accessible by clients (via magic link) and visible to all stakeholders. Onboard creates transparency and accountability to launch faster and exceed expectations.
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( votes)The Essential Guide to an Outstanding Customer Success Strategy
The sooner you realize you’re not selling software, features, or services, you’re actually selling a productivity and profit relationship, the better the chances your business has for becoming successful. But you’ll need to learn how to sell a relationship and not a product. (Registration required for access.)
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( votes)The $2 Million Dollar Man/Woman: How To Think About Scaling Your Customer Success Team
It is often said that companies should “hire one Customer Success person for every $2million in ARR.” The source of this idea was Jason Lemkin’s article. It’s a good discussion about staffing levels in general, but be careful about applying the “rule” without proper process research.
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( votes)Onboarding and the Company Organizational Chart
Where should the Onboarding/Professional Services role be placed in a software company’s organizational chart? According to Mikael Blaisdell and Kristen Hayer, the best place is within the Customer Success group. We discussed the reasons for this in a Propel conference session. 30 minutes long. Registration required for access.
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( votes)The Customer Success Technologies Map
The Customer Success Technologies Map is a listing of the elements of the technology suite that every CS team should have, together with a list of the known vendors who offer products in each functional area. CSP, CRM, Analytics, Data Mgmt, Surveying tools, Onboarding, Customer Support, …
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( votes)There Ain’t No Such Thing As Free Success
You may not be openly disclosing to the customers how much of their subscription is to cover the expense of the Customer Success group, but they are certainly paying for it nevertheless. If challenged, could you make the value case for the fee?
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( votes)Negative Churn: It’s Not that I Don’t Dislike It, I Do
Most of us were taught at an early age that double negatives are a bad thing, because they increase the chances of miscommunication. I therefore propose that we permanently ban the ridiculous term “negative churn” from the SaaS metrics vocabulary. Churn is negative growth. Negative churn is simply growth.
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( votes)Bootstrapped: How Planhat Built a 100+ Employee Business Without VC
Planhat was founded by Kaveh Rostampor and Niklas Skog in 2015 to build a new kind of customer relationship management (CRM) system. Both had extensive experience in the CRM field. They had their first paying customer after six months — early traction that caught investors’ eyes.
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( votes)B2B Customer Segments – Where do You Draw The Line?
Unless your company is a rare blue unicorn and you have a completely homogeneous customer base, you’re going to have some distribution of current and potential revenue across that customer base. Creating a Pareto Chart will show you which of your customers make up the largest revenue contribution.
