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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.
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( votes)Gainsight
Gainsight (formerly JBara Systems) was the second Customer Success platform (CSP) product to enter the market. Now the largest CS vendor, Gainsight is also the producer of the yearly Pulse Conferences in San Francisco and London, UK and sponsors several PulseLocal groups.
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( votes)Time to Value – A Key Metric
How do you minimize time to value (TTV) for your customers, manage their expectations through the deployment cycle, and avoid the equivalent of the “trough of disillusionment”? This article defines three key steps in the process to value. Identify the unit of measure, Identify the phases for delivery…
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( votes)SaaS Growth Strategy – A Customer Lifecycle Approach
SaaS churn scales with the size of your customer base making it negatively viral. Overcoming churn and breaking through the SaaS growth ceiling requires a focus on growth that pushes every SaaS growth lever. This detailed eBook outlines a framework for driving sustainable SaaS growth throughout the customer lifecycle.
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( votes)SaaS Metrics Guide to SaaS Financial Performance
This is a deep dive into the most critical SaaS metrics with the goal of fostering intuition and deeper understanding of SaaS financial performance, including charts, formulas, definitions, sample calculations, and hyperlinks back to the full SaaS Metrics Rules-of-Thumb posts.
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( votes)Customer Retention Cost: A New Metric for the Boardroom
Most companies calculate the cost to acquire a new customer – with varying degrees of accuracy. But what about the cost to defend that revenue stream, to retain customers? Few companies do that calculation — but they should.
