Yes, Your SaaS Does Need a Customer Success Playbook! A comprehensive SaaS customer success playbook sets your team up for success. A playbook provides in-depth content & plays for onboarding, adoption/engagement, at-risk accounts, and renewals. Each section can include processes, sample outreach cadences, and more. If you have a customer success software platform, actual emails […]
3 Easy Lead Generation Calculators
Wondering how many leads you need to generate to hit your company’s revenue targets? Or how much traffic you need to drive to hit an online signup target? We’ve got your answer right here in our 3 easy lead generation calculators. What is a Lead Gen Calculator? These 3 simple calculators automatically calculate: The number […]
How to Interview a Product Manager
This article should really be titled, “How to interview a product manager (if you aren’t a product person) “ Because customer success, marketing, sales, support, and other operational roles are key stakeholders in a SaaS organization they are often called into the interview process for product managers. Especially for a company’s first product hire when there […]
How to Stop Solving Every Problem Yourself
In a startup, the early staff has to build literally everything from scratch, figure everything out, and solve every problem. There are no playbooks, rules, norms, or guidelines. There is just get stuff done, be scrappy and figure it out. It is a special breed of person who survives and thrives in very early start-up […]
You Hired a Bad-Fit Executive. Now What?
How to Hold People Accountable
How do you hold people accountable? I’ve written a little about it when I learned the phrase “Say-Do”. And I think OKRs help tremendously. I can’t imagine creating an accountable culture without OKRs or a similar framework. They are designed to be visible so that the entire organization can see objectives (goals) and key results […]
Elevating SaaS Customer Success to a Strategic Function
Yesterday, I spoke at the Churn Zero Big Ryg customer success conference in a session titled, “When customer success is a second-class citizen”. Throughout my time as an entrepreneur and working in startups, I’ve always been responsible for customer-facing functions—sales, support, and customer success. And now, as an outside advisor to growing startups, I am […]
Can Professional Services and SaaS Coexist?
My SaaS and startup DNA includes a lot of experience in running professional services organizations. But knowing how professional services revenue is valued in the market (not as much as you would think), and how hard it can be to maintain high margins, I can never recommend a SaaS launch a professional service offering. But […]
How and Why to do Quarterly Reviews
If you know me, you know I really dislike annual performance reviews. I think everyone dislikes them actually. No surprise there. And yet, formalized time to discuss employee performance, goals, and growth is important. I think a quarterly cadence is the right frequency that fits with the rhythms of modern work. Here are some tips […]
Sales Motions for a Product-Led Company
A reoccurring theme of conversations I’ve had lately is what types of sales-motions fit best at a product-led company, and how to get an inside sales machine set up to complement product-led growth. Many product-led companies start out purely product-led. There may be some light sales assistance, but the bulk of new customer acquisition comes […]
