Customer Success Field Guide

A Field Guide on #customersuccess. Tips, tricks, and best practices to take your Customer Success team to 11.

[Brigette McInnis-Day (she/her) @BMcInnisDay]

"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: https://t.co/RkrP3fwiPe #lifeatGoogle

[Customer Success Field Guide @FieldGuideForCS]

Our latest #successspotlight highlights Maranda Dziekonski!

📚Read the full interview below [6 mins]

#customersuccess #customerexperience

https://t.co/vD5tEDhxk9

[Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk]

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

[Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk]

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

[Customer Success Field Guide @FieldGuideForCS]

Abbas Haider Ali dropping ALL the knowledge on value consulting, value engineering, and why your CSMs need a value realization framework.

#CustomerSuccess #customervalue #csms

https://t.co/XlNmi4rch7

[Customer Success Field Guide @FieldGuideForCS]

❌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
https://t.co/3NazdJePoj

[Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk]

#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.

[Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk]

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: ⬇️⬇️⬇️⬇️⬇️

[dharmesh @dharmesh]

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

[Hiten Shah @hnshah]

What's the best thing a manager has ever done for your career?

[Customer Success Field Guide @FieldGuideForCS]

Start 2021 with a new #customersuccess book to level up your #CustomerExperience. 📚📚📚

https://t.co/BLrclTJ42j

[Customer Success Field Guide @FieldGuideForCS]

Tony Hsieh always put the customer first. We lost an absolutely brilliant innovator this year.

[Jason Rapp @jasonrapp]

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

[Customer Success Field Guide @FieldGuideForCS]

We love to see more companies supporting the environment!

#environmentalsuccess #customersuccess

[Microsoft @Microsoft]

Need some fresh air?

Microsoft will be carbon negative by 2030.

[Customer Success Field Guide @FieldGuideForCS]

Net retention: the metric every #saas company should relentlessly be focused on improving.

[Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk]

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

[Customer Success Field Guide @FieldGuideForCS]

Underrated CS Skills Part II: Project Management
https://t.co/sXCGlehR67
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#success #customersuccess #podcast #successlibrary #CSskills #management #successguide
https://t.co/sXCGlehR67

[Customer Success Field Guide @FieldGuideForCS]

What Happens After “R”
https://t.co/sXCGlehR67
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#success #customersuccess #podcast #successlibrary #CSskills #management #successguide
https://t.co/sXCGlehR67

[Customer Success Field Guide @FieldGuideForCS]

Internal Account Collaboration Via Slack.
https://t.co/sXCGlehR67
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#success #customersuccess #podcast #successlibrary #CSskills #management #successguide
https://t.co/sXCGlehR67

[Customer Success Field Guide @FieldGuideForCS]

Ace your Customer Success Interview with Curiosity.
https://t.co/sXCGlehR67
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#success #customersuccess #podcast #successlibrary #CSskills #management #successguide
https://t.co/sXCGlehR67

[Customer Success Field Guide @FieldGuideForCS]

Establish your Risk Management Framework: Part 1.
https://t.co/sXCGlehR67
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#success #customersuccess #podcast #successlibrary #CSskills #management #successguide
https://t.co/sXCGlehR67

[Customer Success Field Guide @FieldGuideForCS]

Traits of Successful CSMs.
https://t.co/sXCGlehR67
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#success #customersuccess #podcast #successlibrary #CSskills #management #successguide
https://t.co/sXCGlehR67