Hello there, I am reaching out to tap into the collective wisdom of this forum regarding strategies for improving customer retention rates in SaaS companies. Our company has been facing challenges in this area; and we are keen to implement; effective solutions to ensure long-term customer loyalty and reduce churn. We have…
This is my first post after just joining this discussion, so please forgive me and provide kind assistance if I have posted to the wrong subsection! I am new here but a real enthusiast and loving this community so far. I have a background in teaching coding and in education and feel I could help with documentation, at…
A few years ago, Jason Lemkin famously asserted that Customer Success is worth about 6X the initial Annual Contract Value over its lifetime. This was a powerful statement underscoring the value Customer Success can bring to a company. But is this still true today? The SaaS landscape has evolved significantly, and it's…
CS teams are being asked to play a bigger role in generating expansion revenue, but what does that mean? Do your CSMs have to become sales people? I don’t think so. Instead, I believe that your team can instead lay a foundation that supports the growth of your customers while delivering your experiences in a cost-efficient…
Implementing, learning, and obtaining value from your solution is a novel experience, meaning customers face a lot of uncertainty along the way. You, however, have the experience deploying your solution many times with many different customers. As a result, you know what works and what doesn’t, and you can reduce their…
Nick Mehta the CEO of Gainsight recently said something to the effect of "if you're working an account you should know 5 people there." Let's say you're about to go into your first call with a client and the person on the other end is "the main user", the "power user". Let's also say the org purchased online w/o much of a…
In the realm of Customer Success, the quest for revenue generation goes beyond mere retention—it encompasses a holistic approach to nurturing customer relationships, driving expansion opportunities, and securing renewals. At the heart of this endeavor lies the LAER framework: Land, Adopt, Expand, and Renew—a strategic…
Starbucks’ CEO did a lengthy stint as a barista. Uber’s CEO took to the road as an Uber driver. Is this because they both happen to be such curious people with extra time on their hands? Probably not. There had to be a compelling business reason. My take: These CEOs became extremely concerned that their respective…
Hi everybody. Is anyone aware of a CS focused recruiter that can help me track down my next dream job in CS? Currently a Customer Success Advisor for a cybersecurity company have been doing CS for the last 8+ years with cybersecurity companies. Thanks in advance!
Are you currently a CSM? Take a moment to participate in a confidential survey that will allow ChurnZero and SuccessCOACHING to let the world know how you feel about your job…what would make it better, what brings you joy, and what stresses you out. The survey results will be shared out during CSM Appreciation Week this…
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