Since returning from Silicon Y’all, we’ve had several Beacon9 client meetings with something in common. They’ve all had adoption, usage, and retention challenges, and they all lack SaaS customer marketing basics. This is despite being quite mature (in SaaS terms) and despite achieving scale with double-digit millions in ARR. These are quality companies whose growth […]
SaaS Customer Success Best Practices
Read, listen and watch SaaS customer success best practices for founders and leaders of growing technology companies. Join SaaS co-founders and operators for guidance on sales, marketing, customer success, culture, and institutional readiness.
A story in pictures. Justin and I have been at Silicon Y’all all week, and yesterday I presented a 20-minute TED Talk-style session, “Fighting Churn with Hand-to-Hand Combat, A Story About Not Giving Up Even When You Think You’ve Tried Everything.” I’ll come back to customer churn in a moment. First, let me rave about the […]
The concept of “onboarding starting in the sales process” only truly applies to a SaaS company that has a sales team, and a product that requires an onboarding process. Many SaaS products are “sign and go,” and there is no setup or formal training needed. Think: Slack, DropBox, etc. Those types of SaaS tools are […]
What happens if a customer asks to pause their subscription? It’s something founders and executives don’t normally think about as they plan their SaaS pricing, packaging, terms & conditions, and cancellation processes. A request to pause a customer’s subscription is a bummer, of course. It’s a ding to your MRR, and who even knows how to […]
A customer recently drew this on the whiteboard as we discussed land and expand strategies. In sales “Land and expand” usually refers to a strategy to land a customer with a small deal, and then sell into the organization to expand your footprint to more seats, additional departments or more products & services. Nowhere does […]