The prioritization of durable growth over growth at all costs has become the focus of every SaaS modeled business. Customer success is the solution for those seeking to break through the constraints caused by the downward pressure of the economy. With so many leaders prioritizing efficiency, it wasn’t surprising that our recent Catapult webinar covered
A lot’s changed since my last interview with McKinsey on Net Retention and Customer Success. One thing that hasn’t: they remain an incredible source of wisdom, especially when SaaS is now collectively facing challenging times. Recently, I spoke with one of McKinsey’s partners, Sid Tandon, about Customer Success’ role as a lifeline for SaaS in
At this point of your fiscal year, are you making the progress you want against all your customer success priorities? Every organization – regardless of size, industry or type of product – experiences challenges when developing and optimizing their customer strategy. Whether you are just building the foundation of your customer success team or are looking for
This article was originally published in CXBuzz. Customer Experience (CE) is an essential component for any modern organization focused on accelerating growth and delivering amazing outcomes for its customers. For today’s CEO, that means you better be up to speed on the CE lingo and terminology that’s now de facto from the field to the
It is increasingly apparent that having a CS Ops team and leader is becoming a necessity. Why? Customer success (CS) is evolving and moving outside the box it once inhabited. It affects so many parts of business because it is not exclusively about customer success or customer experience (CX) anymore. It’s about product-led growth. It’s
Foreword In the tech industry, competition is driving the adoption of a new growth model. Increasing investments make it easier than ever to launch a new business, but the proliferation of new products in the market means it has never been more challenging to achieve growth. A traditional model based on the marketing and sales
This post originally appeared in Saas Industry. It’s been a rough year for SaaS brands: in the past five months, publicly traded cloud companies have slumped by $1.1 trillion, shedding 40% of their value. Venture funding for SaaS startups is down 38% — better than other tech sectors- but a sign that investors are now thinking long and
The paranoid CEO in me has been feeling better since last week’s survey results on what investors thought of the SaaS valuation collapse. Still, I wanted a more complete picture of SaaS’s trajectory in the economic downturn. Private Equity and Venture Capital firms may be aligned on priorities, but what about CEOs? Are there meaningful
This blog is part of Gainsight’s celebration of Pride month and all the LGBT+ members of our community. Growing up in a small town about 30 miles West of Chicago, almost everyone looked like me: white and straight. While I dabbled in rebellious acts, mostly I conformed to the social norms of the time: grunge-loving,
By Evan Williams, Customer Success Advisor, Growth Molecules. There is a saying: “you only have one opportunity to make a first impression.” The same is true for your relationship with your customers. Of all of the moments of truth along your customer journey, the onboarding process might be the most impactful on customers’ long-term success.