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 […]
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.
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 […]
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. […]
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!
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 […]
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 […]
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 […]
Whether you have a product-led SaaS or a high-touch SaaS, better SaaS customer 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 […]
Sorting out customer problems is always pretty tricky. But in SaaS, where customers have thousands of options and sometimes aren’t even completely sure what they’re looking for in the first place, solving common customer problems can be downright mysterious. Here are some of the most commonly confounding SaaS customer issues, along with some pretty sweet […]
You may be asking yourself, “Wait, does my company even have a renewal process?” You aren’t alone. Many SaaS companies don’t have a formal customer renewal process. I was reminded of this at the Silicon Y’all event earlier this month when my session about fighting SaaS customer churn was followed by a fantastic presentation on […]