Top 10 Customer Success Takeaways from SaaStr Scale

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 

6.) 73% of Consumers Rate Customer Experiences as an Important Factor in Buying Decisions 

7.) Align Your Work to Company Goals

8.) Incentivize Longer Term Contracts

9.) Invest in Your Customer Reference Program 

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!



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