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 […]
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The 13 Best SaaS Metrics Articles of 2020
Somehow, 2020 has managed to both breeze by in an instant and drag on interminably at the same time. No one can deny it’s been a wild year. Some aspects have been good, others…not so much. But regardless of how many things we could put in the “not great” category, this year has certainly seen […]
The All-New 2020 Big List of SaaS Stats and Benchmarks
Welcome to The 2020 Great Big List of SaaS Stats and Benchmarks! By 2021, the global SaaS workload is poised to reach 380 million. Source: Anderson Frank 89% For 89% of SaaS businesses, new customer acquisition is the top growth activity. Source: Invesp 20% According to the SaaS sales benchmarks, software development companies with an annual […]
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 […]
Is Sales Oversegmented?
Back in the dark ages (when dinosaurs roamed the Earth), I grew up in the enterprise sales world of having to do everything myself: Researching my market Prospecting my target buyers Discovery calls Strategy Sales meetings Closing Account management Client success And while I understand why so many celebrate the ways found to make the […]
You Hired a Bad-Fit Executive. Now What?
We don’t need an article to tell you what to do. If you hired a bad fit executive you need to have them exit the business. Doesn’t matter how long it took you to find the person. Doesn’t matter how much money you spent on a recruiter. Doesn’t matter than now you are questioning your […]
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 […]
