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
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 […]
The SaaS Customer Retention Roundup
Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution. – Rick Tate Last week, we shared some of our favorite articles discussing the numerous complexities of SaaS customer success. For this week’s roundup, […]
The SaaS Customer Success Roundup
One of the most important things to understand about customer success is what it is not. It is not taking your sales or tech support team and renaming it “customer success.” – Kate Harvey For this week’s SaaS roundup, we thought we’d try something a little different. With SaaS Customer Success gradually going from nothing more […]
The Complete Guide to Understanding Net Negative Churn
The bigger your SaaS company is, the larger the size of your subscription base. And the larger the subscription base, the more detrimental churn becomes. As your subscriber base grows larger, the loss of revenue caused by even a low churn rate will begin to compound. The number of new bookings needed to replace the […]
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 […]
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 […]
11 Steps to SaaS Customer Success
I have been thinking a lot about the continuum of maturity in SaaS customer success organizations. It really boils down to degrees of a spectrum ranging from reactive to proactive. Here are the 11 areas I evaluate when assessing a customer success organization for strengths and weaknesses. How well they execute against these usually indicates […]
New Customers Ghosting? Your Onboarding Could Be to Blame
Winning a new customer can feel like having an amazing first date: you seem to have the same objectives and you just know you’ll be a great fit. It all clicks. Then, a couple of weeks later…nothing. Though it’s hard to admit, your onboarding process could be to blame. Recently, a product manager for Hubspot […]
6 Ways to Create a Culture of Customer Success
As the leader of the customer-facing parts of a SaaS organization, I was quick to take accountability and responsibility for “customer success”, which of course really meant customer retention. It took me many years to realize how flawed my thinking was and to come to understand that Customer Success is bigger than any single department. […]
