Have You Visited Your Top 5 Customers This Year? Well, It’s June. Book the Flights.


This post is by Jason Lemkin from SaaStr


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A ways back on SaaStr, we wrote an important post on your customer success leaders — The 5+2 Rule. That every member of your CS team needs to visit 5 customers in person a month — and be issued 2 customer badges a year (because they visit in-person so often).  At least the ones that manage slightly larger accounts ($20k+). It’s an even better rule to follow today, now that we know the best customers in SaaS literally last decades:
Want Happy Customers? Implement the 5-Visits-Plus-2-Badges Rule. For Your Customer Success Team — And You.
Forcing your CS team to visit 5 customers in person means “more than 1 a week”, and keeps in-person visits top of mind. But what about you — the CEO? You have your own Bare Minimum Customer Visit Quota.  That’s to visit your Top 5 Customers Every YearAnd to meet them Continue reading "Have You Visited Your Top 5 Customers This Year? Well, It’s June. Book the Flights."

SaaStr Podcasts for the Week With Rippling and Salesforce — May 31, 2019


This post is by Deborah Findling from SaaStr


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Ep. 237: Parker Conrad is the Founder & CEO @ Rippling, the startup that gives you back your time from payroll to employee computers, Rippling makes it unbelievably easy to manage your company’s HR and IT – in one system. To date Parker has raised over $59m in funding from some of the best in the business including Mamoon @ Kleiner Perkins, Garry Tan @ Initialized, Justin Kan, SV Angel and Y Combinator, just to name a few. As for Parker, prior to founding Rippling, he was the Founder & CEO @ Zenefits, the startup he built from $0 to $60m in ARR in just 3 years. Before that he co-founded Sigfig where he grew assets on the platform to over $35Bn across 500k users.

In This Episode We Discuss:

The rocket demo: how to effectively sell your product in 30 minutes with veteran entrepreneur and sales coach Dan Martell


This post is by Collin Stewart from Predictable Revenue


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On this edition of The Predictable Revenue Podcast, co-host Collin Stewart welcomes Dan Martell, renowned coach to SaaS founders. The post The rocket demo: how to effectively sell your product in 30 minutes with veteran entrepreneur and sales coach Dan Martell appeared first on Predictable Revenue.

How LeadQuizzes’ Jeremy Ellens took his company from 0 to $1,000,000 (and beyond!) in annual revenue


This post is by Collin Stewart from Predictable Revenue


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On this edition of The Predictable Revenue Podcast, co-host Collin Stewart welcomes Travis Henry, Director of Inside Sales Operations at renowned Bay Area sales consultancy SalesSource. The post How LeadQuizzes’ Jeremy Ellens took his company from 0 to $1,000,000 (and beyond!) in annual revenue appeared first on Predictable Revenue.

Should CSMs Own Quota?


This post is by Kia Puhm from Openview Labs


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Editor’s Note: This article first appeared on DesiredPath’s blog here I have written about Customer Success and revenue in previous articles. Specifically, drilling into the question of why Customer Success fears owning revenue and examining the irrationality of that fear, why owning revenue is a natural extension of what Customer Success does and why it is good practice for the Customer Success executive to own revenue. This time I want to drill into what “owning revenue” means. Somewhere along the way, Customer Success owning revenue has come to automatically imply that Customer Success Managers (CSMs) own quota. And by extension, that this is a bad thing for the customer as a CSM cannot act as a trusted advisor and in the customer’s best interests if they focus on the commercial side of the business. It is unclear to me why these ideas came to be but I do not
Continue reading "Should CSMs Own Quota?"

SaaStr Podcasts for the Week: May 10, 2019


This post is by Deborah Findling from SaaStr


Click here to view on the original site: Original Post




       

Ep. 231: Jason Reichl is the Founder & CEO @ GoNimbly, the first SaaS consultancy to focus on revenue operations. Currently growing 100% year over year, working with companies to un-silo their operations and create one strategic revenue ops team to support their Go To Market strategy. In the past, Go Nimbly has helped companies like Zendesk, Twilio, PagerDuty and Coursera to achieve alignment and increase revenue by 26%. As for Jason, prior to co-founding GoNimbly, he was Director of Product Management @ TradeShift and before that was VP of Product Management @ Lanetix.

In This Episode We Discuss:
  • How Jason made his way from Director of Product Management at Tradeshift to changing the way we think about scaling revenue operations with GoNimbly.
  • Why does Jason believe that we have to remove handoffs between go to market teams? Why are they so damaging? How Continue reading "SaaStr Podcasts for the Week: May 10, 2019"

Creating Self-Service Customer Success That Works for Everyone (Part 3)


This post is by Lynn Tsoflias from Openview Labs


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Editor’s Note: This article is Part 3 of a 3-part series. You can read Part 1 here and Part 2 here So far we’ve looked at the first six of seven elements that make up a self-service customer success model that can work for businesses of all sizes. When it’s done well, this model deepens your customer’s engagement while empowering your Customer Service Managers (CSMs) to provide much greater value to all of their accounts. Each of the seven components is important, and while you may not need all of them, you will need to choose the ones that suit your users and that serve as many learning styles as possible. When you do this well, you drive deep adoption of your solution. Your customers become engaged and they stay in the flow. You create a buzz around your product. All of this can happen here in the seventh
Continue reading "Creating Self-Service Customer Success That Works for Everyone (Part 3)"

Customer Success Managers Can’t Avoid Conflict. They Should Tackle It Head On.


This post is by Brooke Goodbary from Openview Labs


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Editor’s Note: This article first appeared on the Brooke.land blog here. Customer Success is fundamentally about helping other people, and as a result, most Customer Success Managers have amicable and agreeable personalities. However, these same traits can lead them to shy away from conflict, which negatively affects customer relationships. Healthy and productive relationships involve a certain amount of friction as both parties challenge each other and track accountability. The goal isn’t to be friends with your customers, it’s to deliver value and success. Tackling conflict head on gives you a chance to manage the resolution process in a way that builds credibility, trust and respect.

Conflict is inevitable

Trying to avoid conflict is an exercise in futility. You can dodge an uncomfortable conversation in the short-term, but unresolved issues fester and manifest in new ways over time. CSMs who think they have skillfully avoided conflict are often surprised
Continue reading "Customer Success Managers Can’t Avoid Conflict. They Should Tackle It Head On."

SaaStr Podcasts for the Week: May 3, 2019


This post is by Deborah Findling from SaaStr


Click here to view on the original site: Original Post




           

Episode 229: Manny Medina is the Founder & CEO @ Outreach, the market leading sales engagement platform that turns your team into a revenue-driving machine. To date, Manny has raised over $114m in funding from some great people including friends of the show in the form of Alex Clayton @ Spark, Mayfield, Trinity Ventures and DFJ Growth, just to name a few. Prior to founding Outreach, Manny spent 7 years with Microsoft where he ran the Latin America and Canada business development group for Microsoft’s emerging mobile division, representing $50M of yearly revenue. Before that Manny was a Senior Product Manager @ Amazon where he engineered the compensation system for Amazon Associates and Web-Services which accounts for 15% of Amazon’s traffic.

In Today’s Episode We Discuss:

Is It Time Your Customers Got a Health Checkup? (Yes. It Is.)


This post is by Anna Talerico from Openview Labs


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Most of us know that, periodically, even the healthiest people need to go and get a “just in case” checkup. It’s why life insurance companies require a physical. However, when it comes to customers, many SaaS companies rely on an “if it ain’t broke, leave it alone” model. As a SaaS founder who instituted health scoring as soon as we acquired our 25th customer, it’s hard for me to wrap my head around the sheer number of companies who aren’t tracking the health of their customer base. If your customers have gone years without a routine checkup, here are the steps you should take to get back on track.

What does a healthy SaaS customer look like?

This varies for everyone, but deciding what a healthy customer (and an at-risk customer) looks like is your first step toward accurately assigning a health score. Take a look at the various activity,
Continue reading "Is It Time Your Customers Got a Health Checkup? (Yes. It Is.)"