Customer Success

By Stephen Danelutti | Building the Experience and Subscription Economy

Oracle’s New Video Series Shows Off Its Customer Experience Chops

Can mar tech gain a bigger audience among brand execs? Oracle is testing out that fairly noteworthy concept with a talk show that focuses on brand …

Customer Experience

David Skok: 12 Key Levers of SaaS Success (Video + Transcript)

David Skok, General Partner at Matrix Partners, takes the tactical stage and touches upon many different SaaS metrics and levers, like productivity …

SaaS

3 Tips for Customer Success and Marketing Alignment • Prospectify Blog

Customer success and marketing teams need to collaborate for a successful RevOps operation. But <i>how</i> and <i>why</i>?<p>The <i>why</i> is answered by the numbers. …

SaaS

Contents of an Awesome Customer Success Playbook

Customer Success has been clearly defined and what goes into Customer Success Management has been fully documented.But when it comes to certain …

Product Management

SaaS Growth Strategy #2: Building Strategic Upsell Paths

<i>This is the second installment in our deep-dive series on the 10 core growth strategies for SaaS. You can download our free full guide here: The 10</i> …

SaaS

5 Fresh Examples of Customer Experience Innovation

Serena Williams is a fiercely competitive tennis champion. Her record is 39 Grand Slam titles. She shows an ability to serve aces at critical moments — a tennis serve the opponent doesn’t touch. She’s known for her aggressive play, a “high risk” style balanced in part by her serve, the greatest in …

Forrester Matches Consumer Experience To Google, Amazon, Apple, Facebook

In a world where Google, Amazon, Apple, and Facebook set consumer expectations for online and offline experiences, lesser known companies struggle to …

Customer Experience

Why I Usually (Not Always) Prefer Customer Success to Report to the CEO

Ah, who should Customer Success report to?It’s not super simple.There are generally 3 options in the early and middle days:• CEO<br>• VP of Sales (once you …

SaaS

Retailers Need New Tools For Marketing: Forget The 4Ps, Embrace The 4Es

A recent Adobe Think Tank, a video streaming forum, entitled “The Future of Experience Business,” began with a startling premise: “Marketing is an outdated practice, period.”<p>The statement arose from a question about marketing’s role in the experiential economy now that simply selling a product …

Using Analytics to Improve the Customer Experience

Customers often only use a portion of the software they pay for — they may use email marketing but not lead scoring, or a keyword checker but not a …

Analytics

The Next Generation of SaaS Won't Optimize for User Engagement — PlainFlow

A few weeks ago Hiten Shah explained in a new interesting post why the most successful SaaS companies of the future will focus on usage, just like …

SaaS

Customer Success Benchmark Report Vol 1 - Customer Success Software

The Customer Success Benchmark Report is Gainsight’s on-going analysis of the trends and best-practices of the Customer Success Industry. This eBook …

Turning your Customers into Subscribers (for Startups et al).

As consumers, we are all aware that you can subscribe to a magazine, a newspaper, a Pay-TV services, etc... But, let rsquo;s turn this thing around: …

Management Consulting

Customer experience, the subscription economy and 10 ways success teams will make you win

This post is an intro to the main topics I will be covering in my new trend report / eBook. This will be my third as I have written two others. I’m …

Customer Experience

The evolving relationship between brand marketers and agencies [New research]

Econsultancy’s Partners in Transformation report in association with IBM delves into this topic, specifically looking at the areas agencies should be …

Customer Experience

Using Artificial Intelligence to Deliver a More Personalized Customer Experience

The explosive growth of structured and unstructured data, along with the availability of new technologies such as cloud computing and machine …

Customer Experience

Answering the five biggest questions about chief customer officers

The CCO role has been prevalent in the USA for the last 20 years. The first officially titled chief customer officer was Jack Chambers, appointed 23 …

Why Customer Collaboration Is The Ticket to B2B Success

Smart marketers already understand the value of customer retention. Existing customers are five times more likely to make a repeat purchase, seven times more predisposed to try a new offer and four times as likely to refer. Improving the customer experience is high on any marketing manager’s list, …

Help! Customers Value Service Above All Else

Consumers want excellent service above all else. And they don’t need multiple touchpoints at all times.<p>Those are among the findings of a survey …

The Value of Keeping the Right Customers

Depending on which study you believe, and what industry you’re in, acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one. It makes sense: you don’t have to spend time and resources going out and finding a new client — you just have to keep the one …

SaaS

What is Customer Retention?

<b>A Definition of Customer Retention</b>Customer retention refers to the activities and actions companies and organizations take to reduce the number of …

Customer Experience

Amazon Prime and other Subscription Businesses: How do you Value a Subscriber?

Businesses increasingly don’t just sell products and services in a single transaction. Subscription and other businesses that focus on recurring …

SaaS

What You Want to Hit: 50+20 at 10 (million in ARR)

The first SaaStr post that got widespread distribution was this one — “Want to Understand SaaS? If Nothing Else — Understand That It Compounds.”The …

SaaS

5 Bulletproof SaaS Strategies Proven to Build a Culture of Customer Success

As SaaS organizations of any size can attest to, winning new clients is only half the battle. The real testament to a company’s product, culture, and …

Customer Service

Major tech transition fuels subscription economy, says analyst

Digital transformation became a hot topic nearly three years ago as the focus on it moved from the halls of Silicon Valley companies to the …

Tesla Model X

Why a SaaS customer hasn't churned when they cancel

<b>Problem</b>: Bought away<p>These are price-driven reasons, which normally boils down to customers feeling like they aren't getting the best bang for their …

Why Onboarding is the Most Crucial Part of Your Growth Strategy

When people talk about growth, they usually assume the discussion is about getting more people to your product. When we really dig into growth …

Pinterest

5 Customer Success Post-Sales Pitfalls

As any SaaS professional knows, even the best laid plans sometimes hit roadblocks. For customer success leaders, these roadblocks or pitfalls can be …

SaaS