A High Growth SaaS Playbook – 12 Metrics to Drive Success

I recently gave a talk at the 2018 SaaStock NYC conference in June. I had two goals I wanted to accomplish, present a simple model to understand SaaS business and to show a simple model of a SaaS business and to show the key levers a CEO can pull to achieve the greatest impact on their business....

The SaaS Founder’s Journey – What Matters At Each Stage

As anyone involved with startups will tell you, focus is key to success. But, it can be very hard when there is a huge overload of topics clamoring for a startup CEO’s attention. In order to achieve the necessary focus and understand what you need to accomplish to ensure success/survival, you need to truly understand...

The SaaS Founder’s Journey – What Matters At Each Stage

As anyone involved with startups will tell you, focus is key to success. But, it can be very hard when there is a huge overload of topics clamoring for a startup CEO’s attention. In order to achieve the necessary focus and understand what you need to accomplish to ensure success/survival, you need to truly understand...

Bridge Group 2017 SaaS AE Metrics Report

Since 2007, The Bridge Group has tracked the Account Executive (AE) role and gathered data on how metrics and compensation change over time. We’ve partnered together to publish the 2017 SaaS AE Metrics Report and offer sales organizations a set of benchmarks to compare themselves against industry standards. This report offers specific analysis and recommendations based...

Bridge Group 2017 SaaS AE Metrics Report

Since 2007, The Bridge Group has tracked the Account Executive (AE) role and gathered data on how metrics and compensation change over time. We’ve partnered together to publish the 2017 SaaS AE Metrics Report and offer sales organizations a set of benchmarks to compare themselves against industry standards. This report offers specific analysis and recommendations based...

Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017

On Friday May 19th, 2017, I did a Customer Success Ask Me Anything (AMA) on Facebook live. It was awesome. The video is embedded below, along with the questions that were asked and my answers. Yep, if you don’t want to watch or listen, no problem! I got the entire AMA transcribed (and cleaned it up a bit for readability, added links, etc.) and posted that below. I answered 13 questions in great detail. Follow me on Facebook so you can find out the next time I do one.

Table of Contents

Here’s the list of questions I covered in this AMA:
  1. Should Sales or Customer Success handle Upsells?
  2. How do we help our salespeople with Customer Segmentation?
  3. How to incorporate High/Low/No Touch into Onboarding?
  4. How do I target my customers when they’re not online?
  5. What if our customers don’t like technology?
  6. What’s the best way to define roles?
  7. Continue reading "Lincoln Murphy Customer Success AMA Transcript and Video – May 19, 2017"