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 …
Blog Posts
Customer Onboarding Metrics help measure how efficient the onboarding process is and which parts need improvement. Different companies can measure different customer onboarding metrics as per requirements. Why customer onboarding metrics? Customer Onboarding is one of the most important aspects of the customer journey. Customer onboarding should be one of …
A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. With this a company can achieve short term growth. However, recurring revenue and LTV drive long term growth. So, a proper customer …
The searches for the keyword ‘Role of a Customer Success Manager’ have been increasing since the last few years. Why is it so? As companies around the world are getting aware of the importance of Customer Success, the demand for seasoned Customer Success Managers (CSMs) is also increasing exponentially. Since customer …
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 …
SaaS Customer Success is a rapidly growing field and lately, there has been a huge demand for Customer Success Managers (CSMs). According to Linkedin, Customer Success Manager is the third most promising job of 2018. Though many of you have started looking out actively for SaaS customer success roles, like …
Upselling strategies can improve your upsell rate drastically, leading to the financial growth of the company. However, we need to start with the basics before we can learn about upselling strategies. What does Upsell exactly mean? According to the Oxford dictionary, Upsell as a verb means ‘Persuade a customer to …
In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. According to studies, the LTV value should be at least 3 times the CAC in order for your company to grow and be sustainable. That means the …
We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE, Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. So what is the Valley of Death (VOD)? Assume your sales has just …
As the world is moving towards a subscription economy, all the post sales functions (customer onboarding, customer success, customer support, renewals etc) are increasing in importance. Out of all the post-sales functions, customer onboarding is one of the critical functions that decides how fast your company will grow. No …