Category Archives: Customer Success

Don’t Fire Your “Worst” Customers. Hire Them a Psychiatrist Instead.

There’s a lot of Internet advice that makes a lot of sense, but not necessarily in SaaS.  Somewhat bad advice that entrepreneurs share again and again, without having really tested the ideas behind that advice. One bit of advice you

Don’t Fire Your “Worst” Customers. Hire Them a Psychiatrist Instead.

There’s a lot of Internet advice that makes a lot of sense, but not necessarily in SaaS.  Somewhat bad advice that entrepreneurs share again and again, without having really tested the ideas behind that advice. One bit of advice you

I Never Lost a Customer I Actually Visited

There’s a lot to talk about in customer success about churn, and about upsells.  Together, they are one of the most critical topics in recurring revenue business models. To all that, I wanted to add one very tactical insight:  of the 1000s

I Never Lost a Customer I Actually Visited

There’s a lot to talk about in customer success about churn, and about upsells.  Together, they are one of the most critical topics in recurring revenue business models. To all that, I wanted to add one very tactical insight:  of the 1000s

Got 100 Customers? Believe It Or Not, It’s Time for Your First User Conference

Let me tell you, when I was figuring out this SaaS stuff, the last thing I wanted to do was a User Conference.  I mean, I got the whole Dreamforce thing.  Salesforce is a complex product, with (sometimes) long deployment

Got 100 Customers? Believe It Or Not, It’s Time for Your First User Conference

Let me tell you, when I was figuring out this SaaS stuff, the last thing I wanted to do was a User Conference.  I mean, I got the whole Dreamforce thing.  Salesforce is a complex product, with (sometimes) long deployment

Everyone in SaaS Needs to Do Customer Support. At Least Until You Have 50 Employees. But Ideally, Forever.

I’m not sure if you saw the recent rant of David Marcus, president of PayPal.  Complaining his employees weren’t using PayPal apps. Well, dude, what do you expect? Yes, you’re right.  It’s not cool your team doesn’t use PayPal every

Everyone in SaaS Needs to Do Customer Support. At Least Until You Have 50 Employees. But Ideally, Forever.

I’m not sure if you saw the recent rant of David Marcus, president of PayPal.  Complaining his employees weren’t using PayPal apps. Well, dude, what do you expect? Yes, you’re right.  It’s not cool your team doesn’t use PayPal every

Want Happy Customers? Implement the 5-Visits-Plus-2-Badges Rule. For Your Customer Success Team — And You.

If you are a SaaStr reader, you’ll know how passionate I am about Customer Success. For one simple reason: Second Order Revenue. Upsells. Renewals. Word-of-Mouth. Champion Change. What it all means is that if you do it right, you’ll make

Want Happy Customers? Implement the 5-Visits-Plus-2-Badges Rule. For Your Customer Success Team — And You.

If you are a SaaStr reader, you’ll know how passionate I am about Customer Success. For one simple reason: Second Order Revenue. Upsells. Renewals. Word-of-Mouth. Champion Change. What it all means is that if you do it right, you’ll make

The $2 Million Dollar Man (/Woman): How to Think About Scaling Your Customer Success Team

In SaaS, there are a lot of great “rules” that do make sense overall but can be confusing or borderline misleading at times.  E.g., Sales +Marketing Expenses < First Year ACV = Success?  Great rule — at Scale.  But maybe

The $2 Million Dollar Man (/Woman): How to Think About Scaling Your Customer Success Team

In SaaS, there are a lot of great “rules” that do make sense overall but can be confusing or borderline misleading at times.  E.g., Sales +Marketing Expenses < First Year ACV = Success?  Great rule — at Scale.  But maybe

Prisoners, And Why It Doesn’t Really Matter Your App Is So Hard to Rip Out

There are two things I see SaaS entrepreneurs who are post-Traction and post-Scale say again and again: We’re So Sticky.  Once we’re in, it’s so hard to rip us out. Our Churn is Basically Zero in the Enterprise.  We’re doing

Prisoners, And Why It Doesn’t Really Matter Your App Is So Hard to Rip Out

There are two things I see SaaS entrepreneurs who are post-Traction and post-Scale say again and again: We’re So Sticky.  Once we’re in, it’s so hard to rip us out. Our Churn is Basically Zero in the Enterprise.  We’re doing