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CLTV Isn’t The Whole Story. Don’t Shortchange Second-Order Revenue
Standard first-order only CLTV analyses underestimate true revenue generated by customers by 50-100% in most SaaS models, according to Jason Lemkin. This can cause under-investment in Customer Success.
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( votes)What is Your True Customer Lifetime Value?
This post offers a new way to calculate LTV based on discounted cash flow analysis taking into account the risks associated with far future revenue, and the time value of money. The resulting LTV can help companies better understand and manage their future revenue streams.
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( votes)The Customer Success Salary Guide 2020
The 2020 Customer Success Salary Guide (USA) is a resource for job hunters and employers alike. The data covers 25 US cities and seven position titles. Job hunters will find the data useful in setting appropriate expectations in applying for openings and in negotiating salary levels.
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( votes)The Customer Success Blueprint
Having a viable Customer Success group is not optional for many companies, it’s a requirement. To assist companies in the vital process of designing an effective Customer Success initiative, the CSA has built a collection of actionable resources in The Customer Success Library covering every aspect of the journey.
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( votes)The Customer Success Recruiting Registry
The ever-increasing numbers of new Customer Success teams being formed worldwide by companies of all types and sizes has created a skyrocketing demand for qualified professionals. The Customer Success Recruiting Registry is a complete list of all known recruiters who specialize in CS recruiting.
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( votes)The Customer Success Training Registry
Training for CSMs and Customer Success executives is something that every team needs. The Customer Success Training registry offers a complete list of all known/established training firms and a catalogue of their courses. See also The Customer Success Training and Certification Report 2021.
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( votes)The Questions of Customer Success
Hiring a VP of Customer Success is one way to build a Customer Success team. But it can fail. The Questions of Customer Success is a bank of questions in four categories: Strategy, Process, People, and Technology, to be used by Sr. Mgmt in designing CS initiatives.
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( votes)An Expert’s Guide to Running Powerful Customer Exit Interviews
Don’t lose another customer to churn! Run powerful customer exit interviews so you can stop other customers from leaving. Learn the common pitfalls to avoid during interviews and the inside tips that only the experts know.
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( votes)The Customer Success Consultants List
The Customer Success Consultants List is a comprehensive up to date registry of all known/established consulting firms active in the CS space, together with a catalog of available services. There is no better resource for finding a qualified CS consultant to assist with any aspect of your CS initiative.
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( votes)The Customer Success Technology Vendors List
Where once there were only three vendors offering Customer Success Technology products (CSTECH), there are now over 200 with more on the way. The CSTECH Vendors List, and the Technology Map, has always been the most up to date and complete resource catalog available.
