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Browse: Home / Customer Success

Customer Success

The Two Things to Do.  When You Don’t Know What to Do.

The Two Things to Do. When You Don’t Know What to Do.

By Jason M. Lemkin on May 15, 2017

There may come a time, or two, in your company when you just don’t know what to do. You aren’t growing fast enough.  or The competition seems to be getting the best of you.  or You can’t raise financing.  or You just lost an important deal.  Or maybe more than one.  or That great new […]

Posted in Business, Featured Posts | Tagged 1 - Stage, 2 - Topic, Customer Success, Early, growth, Sales & Customer Success

Dharmesh Shah of Hubspot: From Day 0 to IPO. What Went to Plan. What Most Certainly Didn’t (Video + Transcript)

Dharmesh Shah of Hubspot: From Day 0 to IPO. What Went to Plan. What Most Certainly Didn’t (Video + Transcript)

By Jason M. Lemkin on July 18, 2016

In anticipation of the upcoming SaaStr Annual 2017, we’ll be releasing the full series of transcripts and videos from all the awesome 2016 sessions. There are rules in starting an enterprise software company. You will fail if you: 1) try to build a suite of products out of the gate, 2) focus solely on SMBs, or 3) […]

Posted in Business, Featured Posts | Tagged case studies, Customer Success, growth, pricing, Pricing & Revenue, Product & Competition, SaaStr Annual Sessions, sales, Sales & Customer Success, The Journey, video

Cornerstone OnDemand’s Kirsten Helvey: Scaling from 30-1,500 in SaaS: Lessons From the Frontlines (Video + Transcript)

Cornerstone OnDemand’s Kirsten Helvey: Scaling from 30-1,500 in SaaS: Lessons From the Frontlines (Video + Transcript)

By Jason M. Lemkin on May 20, 2016

In anticipation of the upcoming SaaStr Annual 2017, we’ll be releasing the full series of transcripts and videos from all the awesome 2016 sessions. In this session, Jason Lemkin receives some valuable insight from Kirsten Helvey, COO of Cornerstone OnDemand, a cloud-based learning and talent management solutions provider. Drawing from her 11 years of experience […]

Posted in Business, Featured Posts | Tagged case studies, Customer Success, growth, Hiring & Operations, Hiring & Retention, SaaStr Annual Sessions, Sales & Customer Success, scale, video

Don’t Fear Business Process Change.  It’s (Usually) a Good Thing.

Don’t Fear Business Process Change. It’s (Usually) a Good Thing.

By Jason M. Lemkin on November 30, 2015

Recently I was having a discussion, not quite a debate, but a discourse with an extremely smart VC — far smarter than me — who was relatively new to SaaS, having spent more time in B2C. Like a lot of folks tip-toeing from B2C to SaaS, his first stop was in freemium.  He was obsessed with […]

Posted in Featured Posts, Trends & Concepts | Tagged Customer Success, Getting to Initial Traction

Customer Success Is A Single Digit Hire

Customer Success Is A Single Digit Hire

By Jason M. Lemkin on July 2, 2015

We’ve talked on SaaStr about leaning in on Customer Success as much as possible. We’ve walked through why Second Order Revenue (i.e., the revenue ultimately generated or supported by Customer Success) is the key to growing a SaaS business. We’ve talked about how all the Second Timers are hiring in customer success way early, ahead of sales, […]

Posted in Business, Featured Posts | Tagged Customer Success, Getting to Initial Traction

Avoiding Poor SaaS Customer Alignment

Avoiding Poor SaaS Customer Alignment

By Joel York on April 14, 2015

When I’m not completely absorbed with my agile marketing software startup, I do a bit of SaaS consulting on the side. SaaS colleagues come to me with a wide variety of problems from positioning to sales compensation to churn analysis, but lately I’ve noticed a common theme: poor SaaS customer alignment. SaaS businesses develop intimate, […]

Posted in Business, Featured Posts | Tagged Customer Success, joel york, saas customer, SaaS Customer Success, SaaS Marketing, sass

Kindred Disciplines: Growth Equity and Growth Hacking

Kindred Disciplines: Growth Equity and Growth Hacking

By Derek Pilling on January 14, 2015

Growth hacking is now a mainstream term in tech circles, particularly those that are consumer-focused. Growth hackingdefinitions abound, but generally emphasize a data driven, creative and flexibly opportunistic approach to customer acquisition. Many would argue that growth hacking is simply a new term for an old concept – marketing. While the functions, tools and skills […]

Posted in Entrepreneurship, Featured Posts | Tagged CAC, customer acquisition cost, Customer retention, Customer Success, Growth Equity, Growth Hacking, lifetime customer value, LTV, product market fit

The Metrics-Driven SaaS Business | New Ebook!

The Metrics-Driven SaaS Business | New Ebook!

By Joel York on June 19, 2014

The SaaS community has gained a solid understanding of SaaS financial metrics, as well as many of the operational principles required to achieve them. However, there has always been an obvious gap between what happens on the top line and what happens on the ground. This is about to change! The SaaS industry is maturing […]

Posted in Business | Tagged bluenose, chaotic flow, Customer Success, ebook, joel york, saas, SaaS Blog, SaaS Customer Success, SaaS Metrics

The SaaS Metrics Maturity Model

The SaaS Metrics Maturity Model

By Joel York on May 14, 2014

Becoming a Metrics-driven SaaS Business is no easy task. It takes time, commitment and plenty of customers. However, the financial rewards of moving beyond standard SaaS financial metrics to SaaS customer success metrics and ultimately to sophisticated predictive analytics are significant. Each step toward SaaS metrics greatness builds upon the last. The stages of development […]

Posted in Business, Featured Posts | Tagged bluenose, chaotic flow, Customer Success, joel york, saas, SaaS Customer Success, SaaS Metrics | 1 Response

Driving SaaS Customer Acquisition with Success Metrics

Driving SaaS Customer Acquisition with Success Metrics

By Joel York on May 7, 2014

As a SaaS business matures, the importance and value of SaaS metrics increase. Most SaaS businesses begin their journey down the SaaS metrics path by tracking recurring revenue in relation to customer acquisition costs. After building a solid customer base, churn becomes a priority. These fundamental SaaS metrics are all apparent in the standard SaaS […]

Posted in Business, Featured Posts | Tagged chaotic flow, customer acquisition, Customer Success, metrics, saas, SaaS Customer Success, SaaS Metrics

The Promise of SaaS Customer Success Metrics

The Promise of SaaS Customer Success Metrics

By Joel York on April 24, 2014

Over the past few years, the SaaS community has gained a solid understanding of SaaS financial metrics, as well as many of the operational principles required to achieve them. However, there has always been an obvious gap between what happens on the top line and what happens on the ground. It’s one thing to claim […]

Posted in Application Software, Business, Featured Posts | Tagged bluenose analytics, chaotic flow, Customer Success, customer success metrics, joel york, saas, SaaS Customer Success, SaaS Metrics | 1 Response

Bluenose Enables the Metrics-driven SaaS Business

Bluenose Enables the Metrics-driven SaaS Business

By Joel York on April 8, 2014

We are witnessing a dramatic change in the way SaaS businesses are managed. While SaaS financial metrics, such as recurring revenue, acquisition cost, service cost, churn, growth and lifetime value have dramatically increased our understanding of the economics of SaaS businesses, they have proven inadequate for managing them. As useful as they may be, SaaS […]

Posted in Application Software, Featured Posts | Tagged bluenose, bluenose analytics, chaotic flow, Customer Success, google analytics, metrics, saas, SaaS News | 1 Response

The Metrics-driven SaaS Business

The Metrics-driven SaaS Business

By Joel York on March 25, 2014

My first serious lesson in the criticality of SaaS metrics was about six years ago when I was unexpectedly stumped in a board of directors meeting. I had just presented the booking plan for the year and one of the Director’s in the meeting said that the plan was good, but we really needed to […]

Posted in Business, Featured Posts | Tagged bluenose, bluenose analytics, chaotic flow, Customer Success, joel york, metrics, saas, SaaS Metrics, saas-business | 1 Response

Your Customer Success Team.  Hire Early.  And No Squishy Goals — It’s All About the Numbers.

Your Customer Success Team. Hire Early. And No Squishy Goals — It’s All About the Numbers.

By Jason M. Lemkin on March 4, 2013

If this is your first SaaS company, you may not have ever hired or built a Client Success team.  This one isn’t nearly as risky as a VP of Sales, or a VP of Marketing hire.  If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and […]

Posted in Entrepreneurship, Featured Posts | Tagged Customer Success, Entrepreneurship, saas, startups | 2 Responses

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