There, I said it. As a SaaS founder who led sales, customer success, product support, and professional services, I fully believed every customer retention issue was squarely on my shoulders. And every customer retention win was because of the product. I LOVED our product and the value it brought to our enterprise customers. I passionately […]
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.
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 […]
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 […]
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 this make more sense than in SaaS. In a typical low-touch SaaS “sale,” an individual […]
Don’t throw in the towel too early when a customer wants to cancel. Every good customer is worth an all-out effort to save their business. Here’s how.
In the early days, the higher priced, enterprise SaaS companies tended to require annual, or at least quarterly, payments. But SaaS that targeted the SMB, or that was at a lower price point, offered monthly subscription payments as the norm. This approach to billing has shifted in the past year or two. SaaS companies at all […]
Too often salespeople glaze over important concepts during the sales process that leads to missed expectations during SaaS onboarding and product adoption. Managing buyer expectations can be the first key to increasing SaaS customer churn.
Some SaaS companies start by selling to the SMB market and evolve to sell to the enterprise at some point. Often this move is a planned strategy. And other times, it’s more accidental. Enterprise customers actually lead you there. You’re targeting small and mid-sized businesses and suddenly you notice that you have some Fortune 1,000 […]