Customer Success Field Guide
@FieldGuideForCS
A Field Guide on #customersuccess. Tips, tricks, and best practices to take your Customer Success team to 11.
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"Hire for mindset; build for #culture". Lots of excellent advice here from @GrandaCarlos reflecting with @CapitalG on his mission to develop a world-class customer success organization from scratch in the middle of the pandemic: buff.ly/3jdiXPB #lifeatGoogle
Our latest #successspotlight highlights Maranda Dziekonski! 📚Read the full interview below [6 mins] #customersuccess #customerexperience customersuccessfieldguide.com/maranda-dzieko…
Ok now say: - You are at 120% NRR - And $10m ARR - And you add just +30% more new customers a year That's not crazy new customer growth at all. But the combo gets you from $10m to $100m ARR in 10 years Even with just +30% new customers a year You got this
120% NRR: Your revenue doubles in 5 years even with no new customers 110% NRR: Your revenue doubles in 8 years even with no new customers 100% NRR: Your revenue stays the same with no new customers
Abbas Haider Ali dropping ALL the knowledge on value consulting, value engineering, and why your CSMs need a value realization framework. #CustomerSuccess #customervalue #csms customersuccessfieldguide.com/abbas-ali-succ…
❌Don’t: Focus on the number. Focus on the trend. Your NPS score doesn't tell you all that much. NPS alone is a vanity metric. What's *more* powerful is measuring the trend of NPS across your customer base, and for specific customers. #customersuccess bit.ly/3acWehF
#1. 100% Client Spend Retention across 139,000 Customers While much Upwork spend can be episodic, happy customers also spend more (as Team SaaStr does). Net net, even from SMBs, Upwork manages 100% NRR, just as Shopify and Hubspot do from SMBs. Don’t settle for less.
So Upwork is one of the great oldies. As eLance, it was founded in 1998! When Yahoo ruled the web. Today, it's a $6B powerhouse at $400m ARR growing 24% a year It took a while, but digital nomads finally came into their own 5 Interesting Learnings: ⬇️⬇️⬇️⬇️⬇️
In a SaaS business, approximately 100% of your energy should be spent on things that increase retention: 1) make the product better 2) sell better fit customers 3) invest in education 4) proactively reach-out to those not getting value 5) increase adoption of "sticky" features
What's the best thing a manager has ever done for your career?
Start 2021 with a new #customersuccess book to level up your #CustomerExperience. 📚📚📚 customersuccessfieldguide.com/fieldguide/cus…
Tony Hsieh always put the customer first. We lost an absolutely brilliant innovator this year.
Here's a little Tony Hsieh for you. First, the customer service email he wrote to my wife (and 13,000 others) after their orders were a day late...and wherein he suggests they call customer service and ask them to sing I'm a Little Teacup... 1/2
Net retention: the metric every #saas company should relentlessly be focused on improving.
As you approach $10m ARR, sometimes even earlier, your revenue starts to grow faster than your customer count That's what happens with net negative churn of 120%+ ... once it kicks in It just takes a few years to be material
Underrated CS Skills Part II: Project Management customersuccessfieldguide.com . . . #success #customersuccess #podcast #successlibrary #CSskills #management #successguide
What Happens After “R” customersuccessfieldguide.com . . . #success #customersuccess #podcast #successlibrary #CSskills #management #successguide
Internal Account Collaboration Via Slack. customersuccessfieldguide.com . . . #success #customersuccess #podcast #successlibrary #CSskills #management #successguide
Ace your Customer Success Interview with Curiosity. customersuccessfieldguide.com . . . #success #customersuccess #podcast #successlibrary #CSskills #management #successguide
Establish your Risk Management Framework: Part 1. customersuccessfieldguide.com . . . #success #customersuccess #podcast #successlibrary #CSskills #management #successguide
Traits of Successful CSMs. customersuccessfieldguide.com . . . #success #customersuccess #podcast #successlibrary #CSskills #management #successguide
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