Some are born great Some achieve greatness And some have greatness thrust upon ’em – Wm. Shakespeare, Twelfth Night I’ve been preaching now for at least a couple of years that Customer Success is only in its infancy and, as an expertise, the explosion and proliferation of roles in this area will happen over the next five years
SaaS success requires acquiring new customers, growing their account revenue, and retaining these customers – nailing these three areas leads to strong growth in a SaaS company’s reoccurring revenue. SaaS companies must drive both the number of customers and their Customer Lifetime Value (CLV) Maximizing Revenue for SaaS Companies is more than Customer Acquisition. Marketing
The Customer Success movement was officially launched last Thursday as we welcomed nearly 300 CSM executives to San Francisco for the inaugural Pulse 2013 conference. You could feel the energy in the room throughout the day, as speakers from over 30 leading technology companies shared their perspectives on how a fundamental shift is occurring in the
If you’re at all connected with pop culture, or are on some sort of social network, you’ve probably seen the recent meltdown by the owners of Amy’s Baking Company on the nationally broadcast reality show, Kitchen Nightmares. For those of you that haven’t, check it out here. If you don’t have time to watch the entire video,
At forward-thinking companies, Customer Success is no longer just an organization, it’s an attitude. Building a customer-driven enterprise requires a collaborative effort and shared vision across the entire company. Today, we’re proud to announce a new module built specifically for Sales that streamlines the renewal process and improves the renewal forecast, proactively identifies up-sell opportunities,
Anyone who knows me is painfully aware that I’m a diehard Pittsburgh Steelers (NFL football) fan. I’m “that guy” with the Steelers jerseys, t-shirts, socks, paintings, helmets, bumper stickers, fight songs…even a Steelers wallet. As a child, I dreamed of oneday quarterbacking my team to the Super Bowl. Unfortunately, due to a tragic lack of any
In past posts, I think we addressed the question of whether Customer Success is changing. Of course it is. In fact, in many ways, it’s not so much changing as it is being created. How many companies even had an organization called “Customer Success” five years ago? It exists because SaaS has changed everything. If
For many, the thinking is that there’s a lot of customer information out there that might have some minimal value, but if you could just get a handle on how/if they are using your product(s), you’d have the problem 90% solved. Let’s examine this claim more closely. Let’s say you had a perfect scoring methodology
“So what if there are applications being built for Customer Success? That certainly doesn’t make them necessary. I mean, c’mon, how hard can it really be? It’s not like Finance or Sales or even Marketing. Those organizations are complex and changing daily. Of course they need apps. But Customer Success? Just staff enough people and
A tricky question I get asked all the time from those running Customer Success organizations is “How do you determine the ROI of a Customer Success team?” In some ways it’s an unfair question because the R stands for “Return” and implies a revenue or profit connection. Many Customer Success teams are not directly responsible