Top 10 Customer Success Takeaways from SaaStr Scale
Yesterday, ChurnZero had the opportunity to attend and sponsor a brand new SaaStr event called – SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. The programing was packed with 15+ hands-on “The Playbook To” session from top CROs, CMOs, and CCOs, all with the focus of helping you to scale faster.
Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership).
We believe that now more than ever it’s imperative that corporate leaders set a high standard in their commitment to Customer Success, and this one metric (churn) is essential to any growing SaaS organization.
We are happy to say it was a great event all around. No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top takeaways from SaaStr Scale that we wanted to share with you here.
1.) [Video] All of Your SaaS Questions Answered
2.) No Surprises!
3.) Respect Your Customer
4.) Focus on Retention
5.) Split out Sales and Account Management
4/n Have someone own it pic.twitter.com/lEeDWIC4Co— MarketGrowth (@marketgrowth_io) August 29, 2019
6.) 73% of Consumers Rate Customer Experiences as an Important Factor in Buying Decisions
#SaaStrScale is finally here!🕺— Sendoso (@sendosohq) August 29, 2019
Did you know 73% of consumers rate experience as an important factor in their purchasing decisions?@Sendosohq is here sharing how our platform makes it easier for organizations to build relationships with their prospects and customers.🤝 pic.twitter.com/OZ8kGsSJuj
7.) Align Your Work to Company Goals
8.) Incentivize Longer Term Contracts
9.) Invest in Your Customer Reference Program
Nice! Customer reference program increased deal sizes by 2.5X at Talkdesk. That’s a descent-sized whoop. #SaaStrScale— Bill Cushard (@billcush) August 29, 2019
10.) Pay Attention to Net Promoter Score (NPS)
We hope you found that to be a valuable recap of our favorite takeaways from SaaStr Scale, and we cannot wait to see you all at SaaStr Annual 2020!
How to Build Effective Customer Success Plans
Wednesday, September 11, 2019
2:00 – 3:00 PM EDT
Speaker: Jackie Golden, CEO, LandNExpand
Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution.
Join this session to learn how to:
- Identify the high value problems your customers have that your solution can solve
- Track the progress your customers have made towards solving these problems with your solution
- Uncover additional high value problems the customer should be considering that you can solve for them
- Deliver high value outcomes that create hard ROI and real impact on your customers’ business
Customer Success Around the Web
- Leverage Your Champions – Check out this process for identifying and leveraging your champions.
- The Power of Quick Wins Along the Journey to Customer-Centricity – Find out how a simple changes can help facilitate larger company-wide change.
- How to Increase Revenue Responsibility in Customer Success – See these three ways Customer Success can increase revenue.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.