Now that we are in an economic crisis due to the pandemic, we might as well equip ourselves to deal with it and hopefully come out better instead of waiting for the situation to heal by itself, which might take quite a while. So, we invited James Scott, VP of …
Category: Customer Success
Not a single person in 2015 answered “Where do you see yourself in 5 years” correctly. But neither did several companies who had made detailed plans to achieve glorious heights in 2020. Covid 19 has thrown every company offtrack which have left teams around the world bewildered. As we slowly …
I always thought 2020 would be the year when SaaS companies will finally realize the importance of remote work. But not in such a way. Covid-19 has forced everyone to go 100% remote but more than that it has led to SaaS companies taking tough measures to survive the economic …
As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing …
Since the last 5 years, Customer Success has become a buzzword in not only the B2B SaaS industry but several other industries too. As companies have started understanding the benefits of customer success, they have started rushing into the field in the hope of getting quick returns on their investment. …
Remember the last time you said these words – “Oh I don’t know about this, let me GOOGLE it.” Despite the fact that all you are doing is a web search on the internet, and that there are a multitude of search engine competitors like Bing, Yahoo, etc. prevalent, the …
Did you know that the difference between ordinary and extraordinary companies is 70% MRR? Ordinary companies have around 60% MRR retention while extraordinary companies have 130% MRR retention rate. That is a massive difference which can either lead to stagnant growth or exponential growth of the company. I bet you …
If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. A number of subtleties have the potential to make a difference in your company’s bottom line. In particular, customer success matters a great deal. Let’s take …
Customer Success, at its core, helps customers achieve their goals by maximising the value from a product. Thus, increasing the retention rate, and creating potential opportunity for upsells / cross-sells too. It doesn’t matter how many customers you are signing up every month! What matters is that of the customers …
Customer Success is a new phenomenon and so, several companies club it with customer support. They feel that customer success is an extension to customer support. That is NOT true. All the functions post sales have gained importance in the subscription economy as now the power is in the hands …