Sure, you’ve documented your Ideal Customer Profile (ICP) in your sales playbook. But have you documented the archetypes you sell to? Does your sales team know how to spot them and what to do to maximize the chances of success? There are all types of buyers, and teaching your reps to step back and think […]
Sample SaaS Customer Onboarding Cadence
SaaS customer onboarding is so critical—it’s really where the customer relationship is won or lost. There is a ton of great customer success information out there—but nothing that’s “block and tackle” specific, like an actual onboarding cadence example. The customer success organization has the responsibility to deliver an exceptional onboarding experience, from the first email […]
Customer success IS product.
Customer success is your product. Your product is customer success. Period, end of story. It’s time to change the culture of expectation for customer success. Having worked with products that had incredible product-market fit (PMF) and products that didn’t, I can tell you that perfectly executed customer success plays do not make or break a […]
Is It Time to Let That Person Go?
I have had many conversations (far too many to count) with managers and leaders who are trying to decide if it’s time to let someone go. The decision to keep investing in someone to try and nurture them, and coach them up to expectations, is often a gut-wrenching roller coaster of emotions and energy. But […]
30/60/90 Day Sales Ramp Sample
If it’s time to hire the first sales rep for your company you are probably nervous and excited. As you should be. Find the right person, and you’ve accomplished a big step that can help propel your company’s growth. Hire the wrong person and you’ve wasted a lot of time and energy and probably stalled […]
Does a Product-Led Growth Company Still Need a Sales Force?
Think about some of the online tools you can’t live without. Chances are, you backup your work to Dropbox, keep your colleagues updated on your progress via Slack, and automate your marketing emails with a service like Mailchimp. And what all these companies have in common, according to Forbes, is that they’re product-led growth companies. […]
Why Selling Authentically is Your Best Bet for Customer Retention
There’s no better way to ensure a customer bails on your solution than to make promises you can’t keep. And while it’s only natural to want to say a solution is better, stronger, smarter, and faster than the other guy’s, statements like that (if they’re not true) are likely to attract bad fit customers who […]
A SaaS Customer Success Team Org Chart Example
You can scale your SaaS customer success organization in a fairly predictable manner. The trick is to scale just slightly ahead of revenue, and to get creative to solve your most pressing problems. Here are some considerations and a few sample org charts to show you how. The 1st example is the most simple approach […]
Startup Life: Love it or Leave it.
Staff your startup with people who love the pace, rhythm and unpredictable nature of starting and growing a company. It’s really not for everyone. When you have people who just don’t get what it’s like to work in a startup environment, there will be a lot of complaining, a lot of bloated processes (that become […]
To Reduce SaaS Churn, Help Your Customers 24/7
Sometimes big questions get floated like, “What is the meaning of life?”, “What’s my passion?” or “How can we reduce our SaaS customer churn?” If you have ever dealt with customer churn, reduced customer churn, worked in customer success or run a SaaS company, you know the enormity of this question. It takes a village […]
