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 […]
Customer Success
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. […]
10 Customer Success Products For SaaS Companies
Customer Success is the lifeblood of a SaaS company, but choosing the best Customer Success software for your business can be overwhelming. Here are our 10 favorite Customer Success products for SaaS companies!
Take Customer Churn Reasons at Face Value And Do Something About It
If you do a search for “SaaS churn reasons” you will see some great articles and pick up some useful advice about combating churn. Many articles will point to “lack of value” as the root of most churn. And they are right. In most cases if a customer doesn’t receive value, they will not continue […]
A SaaS Renewal Strategy Starts On Day One
It’s common to design a SaaS renewal process that starts about 90 days before the date of renewal. It’s common, but that doesn’t make it right, does it? A great, proactive SaaS renewal process really starts the day the customer signs up. And renewal is just really one huge part of the overall initiative to […]
Slow SaaS Customer Onboarding? Get Creative.
A long, drawn-out SaaS onboarding process is a momentum killer, and puts your customer (and you) at risk for low product engagement. And low product engagement is, unfortunately, a churn indicator. Many things come together in a melting pot to impact SaaS customer churn, but onboarding is certainly a big component. In an ideal world, there […]
Better SaaS Customer Onboarding Doesn’t Start With Process
Whether you have a product-led SaaS or a high-touch SaaS, better onboarding doesn’t start with process it starts with vision. Don’t get me wrong, every SaaS needs to deliver a great customer onboarding experience. And that will require a process to ensure it’s executed well. But if you want to improve how you onboard your […]
