SaaS companies may have brought customer success (CS) to the fore. Still, enterprises have found a place for this newcomer function in helping customers realize value from products, churn less, and expand efficiently. The trend started in the mid-2000s when the SaaS model spurred a shift in thinking. Previously, customer sales and acquisition were crucial
Elmer Wheeler is the greatest salesperson you’ve probably never heard of, though you probably have heard his most famous piece of advice: Don’t sell the steak, sell the sizzle. The problem for software companies in today’s economy is that it doesn’t matter which one you sell—the traditional sales funnel no longer works effectively. That’s because,
Gainsight and RevOps Squared had an incredible response to our Customer Sucess Index 2022. It makes perfect sense too. Investment in customer success (CS) is causing a significant impact on companies’ revenue and growth. According to the Index, companies spend anywhere from 3% to 20% of revenue on customer success. Why this level of investment?
When it comes to creating product roadmaps, product leaders face a plethora of challenges. Not only can it be difficult to figure out which features to prioritize, but product leaders can also struggle with engineering dependencies, executive demands, and the need to operate with agility in a market that moves faster every day. Suffice it
This post was originally published in Customer Think. The Customer Success Index 2022, a survey of more than 350 companies by Gainsight and RevOps Squared, recently uncovered some very interesting, if not troubling data on the state of alignment between SaaS users and buyers. In fact, in a review of NPS data, the survey uncovered
If you’re considering implementing—or have already implemented—a product-led growth (PLG) strategy, one of the first things you should determine are the metrics you’ll need to measure success. Without the right data and cross-functional agreement on key performance indicators (KPIs), you risk spending your resources in the wrong place and missing the opportunity to capture and
If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. And all that noise can make it impossible to make any decisions, let alone choose the best one. So, how do
It seems like every week there is a new kind of milk in the grocery store. Apparently, our society has moved on from cow milk, soy milk, and almond milk—make way for oat milk, rice milk, and even hemp milk! And sure, the advertising campaign was clever. But it wasn’t until we tried a free
2022 marks the 20-year anniversary for The Bachelor, the legendary reality dating show where dozens of contestants vie for the attention of one eligible single in the hopes of hearing that famous phrase: “Will you accept this rose?” It’s a show about many things—love, drama, hot tubs—but most of all, it is a show about
As a SaaS leader, you’re facing a constant balancing act. You need technology to empower your team, but you don’t want a bloated tech stack clogging productivity. Product leaders and managers, in particular, need lean, efficient tech stacks to operate effectively, especially when it comes to product-led growth. The right combination of technology is the