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 …
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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 …
One of the questions frequently asked is what are the best Customer Success KPIs? In other words, how do you measure the effectiveness of your customer success practice? Before we talk about the metrics, let’s get one thing clear. Success for one company might not be the best success metric for …