Harrison Finch’s Post

New to Customer Success? Here’s a look at how much SaaS companies spend for this role.

How much do SaaS companies really spend on customer success? Most company budgets that earmark dollars for customer success intend for it to go towards headcount. Yet, every team also needs tools and training to get the job done. ChurnZero refers to that portion of the budget as the “non-headcount budget.” For the last four years, we’ve conducted an annual survey of customer success leaders, and one of the questions we ask is about customer success budget. We thought it would be useful to go back through these reports to curate and compare a neat list of statistics our survey has gleaned around customer success budgets. So how have things changed since 2020, the first year of our study? Find out at https://okt.to/N0RCyz. #customersuccess #saas #budgeting #csps

Expanding Customer Success Through Partners: Learn how integrating channel and ecosystem partners into Customer Success programs unlocks growth for SaaS companies. Get insights from Jay McBain and Jane Bossert why through-partner CS is important and how to get started. Dive deeper here: https://bit.ly/4ckww9q

🚀 Engage with our latest read on SAAS statistics that could change your strategic game plan! 📊 Dive into 60 crucial insights that are shaping the way businesses grow in the software industry. Here’s a sneak peek at what's included: 📈 **SAAS Growth Statistics** - Discover why SAAS companies in the $7.5MM-$15MM range are among the fastest growers. - Uncover the key metrics that drive five times greater returns for high-growth companies. 💸 **SAAS Churn Statistics** - Explore how reducing churn rate can have a significant impact on your business's success. - Learn why the very best SAAS companies aim for a negative churn rate and a Dollar Retention Rate of over 100%. 📊 **Marketing and Sales Statistics** - Get insights on the correlation between sales and marketing investment and business growth. - Find out how companies with longer contracts tend to report lower annual churn rates. 🎯 **Customer and Business Success Statistics** - Understand why customer success and retention are crucial for sustainable growth. - Learn how companies focusing on customer success achieve faster growth and revenue gains. 🔍 **Useful SAAS Formulas** - Delve into essential formulas like Customer Acquisition Cost (CAC) and Revenue Churn Rate to optimize your business strategies. What's your take on these game-changing statistics? Share your thoughts and join the discussion! 🌟 https://lnkd.in/gXqUkYcu

🚀 Unlocking Growth with Professional Services in SaaS In the age of Customer-Led Growth (CLG), the roles of Professional Services (PS) and Customer Success (CS) are evolving. Leading SaaS companies are redefining PS to drive significant growth by offering flexible, on-demand services that align with customer needs. Key strategies include developing pre-packaged solutions, adopting value-based pricing, and fostering collaboration across customer-facing teams. The focus is on proving measurable value to customers and enhancing overall customer experience. #SaaS #CustomerSuccess #ProfessionalServices #GrowthStrategy #CustomerExperience https://lnkd.in/emDSTmXH

In our latest Customer Success study with Benchmarkit, we learned that nearly half of SaaS companies focused on Digital Customer Success to drive scale and efficiency. Read more about these findings in our latest press release. 👇

It’s official: Customer Success (CS) is firmly established at the “adults table” in SaaS companies. The current economy has shone a spotlight on the role of Customer Success in driving customer value and business revenue. Download this report today to learn what we discovered about capacity planning and compensation trends across the org chart. https://bit.ly/3rNLIcF #CS #CustomerSuccess

Welcome, SaaS leaders! Exciting news! Over the next few months, I'll be producing a series of articles diving deep into the world of Customer Success in SaaS. Join me on a journey through "12 Essential Insights for you to Transform Your SaaS Customer Success Strategy". We'll cover everything from the basics to the future, unveiling valuable insights along the way. Starting with the foundations, we'll explore the origins of Customer Success and the key metrics that drive SaaS growth. From there, we'll delve into crucial strategies like churn reduction, upsell mastery, and optimizing the customer journey to foster strong, lasting customer relationships. Moving forward, we'll tackle operational aspects such as exceptional onboarding experiences, proactive engagement tactics, and leveraging data for actionable insights. Additionally, we'll discuss the vital link between Product and Customer Success, and demonstrating the tangible value of CS within your organization. Stay tuned as we wrap up with insights on building and scaling CS teams and preparing for the AI-driven future of Customer Success. Whether you're new to CS or a seasoned pro, this series promises fresh perspectives and practical strategies to elevate your approach. Join me on this fun journey, starting in the next 2 weeks with the first article: "The Genesis of Customer Success: From Support to Strategic Partnership". I can't wait to explore and grow in Customer Success with you!

 Ever wondered what SaaS metrics are all about? SaaS metrics are the lifeblood of any subscription-based business, offering vital insights into growth, success, and goal-setting. In the world of SaaS, customer retention reigns supreme. Long-term relationships drive recurring revenue and fuel continuous growth, making it essential to prioritize customer satisfaction and loyalty. I have seen the benefits of these metrics first hand. For years, I have the honor of partnering with companies with a subscription revenue model such as 99 Walks. As we dove deep into the data, the results were mind- blowing. We uncovered insights that helped us clear a path forward. In my experience if you want to propel your business forward, it is not enough to be aware of your data. It is most important to measure and analyze the data and the metrics with accuracy, completeness and precision. Businesses can effectively manage and analyze these metrics amidst their day-to-day operations by hiring consultants like mine, using tools like Tableau that automate and analyze vast amounts of data within minutes or implement continuous improvement strategies with a focus on high-risk areas, ultimately providing more value to the organization. I am curious, what steps are you taking to keep your customers longer?

What’s the point of Customer Success anyway? According to the Technology & Services Industry Association (TSIA) benchmark data, 90% of CS organisations focus on driving adoption, 80% on retention, and 62% on expansion. The expansion charter has been increasing year-on-year, a trend we expect to continue. Top CS teams focus on driving the highest possible value out of their product as possible. Our latest in-depth research piece 'Product-Led Success: A product-first philosophy to drive customer success' co-authored by Notion Capital General Partner Itxaso del Palacio, PhD and Director of Pricing & Monetisation, Andreas Panayiotou, looks at how SaaS can achieve better customer outcomes more efficiently by taking a product-led approach to customer success. A huge shoutout to the experts and founders within our network that contributed their time, insights and knowledge: Richard Valtr, Founder, Mews Facundo Chamut, CPO, Paddle Dan Steinman, Chief Evangelist, Gainsight Angus Klein, VP Global Support, Snowflake Harsha Kapre, Snowflake Ventures, Snowflake ✅ Find out how you can achieve product-led success here: https://lnkd.in/enf487FS #product #saas #plg #customersuccess #productledsuccess #productledgrowth #notioncapital