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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.
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( votes)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.
