Tracking customer churn rate is one of the most important metrics for your SaaS business. And for obvious reasons, because lost customers equal a direct loss of revenue. However, customer attrition can actually cost you even more than just their individual worth. Studies have shown that that the customer acquisition cost (CAC) of earning a […]
SaaS Customer Success Best Practices
Read, listen and watch SaaS customer success best practices for founders and leaders of growing technology companies at SaaSX.com — Execute Better. Grow Faster. — SaaS Business Best Practices. Join SaaS co-founders and operators for guidance on sales, marketing, customer success, culture, and institutional readiness.
The Importance of Customer Success in SaaS—and How to Help Your Customers Succeed
Customer success in SaaS is fast becoming the first line of attack to boost conversions, raise customer happiness, and reduce churn. Every day, a strong customer success strategy is becoming more and more essential for SaaS companies. So what exactly is customer success, how does it work, and are you “doing it right”? Don’t worry, […]
Do Product-Led Growth Companies Need Customer Success?
Um…Yes, they do. In this article, I’ll provide some basic concepts about product-led growth and customer success, and then I will circle back with a follow-up article about how to specifically leverage customer success in a product-led growth SaaS company. So let’s jump in… The term product-led growth (PLG) has a pretty broad definition, but […]
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 […]
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 […]
