Customer Success Field Guide @FieldGuideForCS

A Field Guide on #customersuccess. Tips, tricks, and best practices to take your Customer Success team to 11. customersuccessfieldguide.com San Francisco, CA Joined February 2020

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Brigette McInnis-Day (she/her) @BMcInnisDay

4 years ago

"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

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Customer Success Field Guide @FieldGuideForCS

4 years ago

Our latest #successspotlight highlights Maranda Dziekonski! 📚Read the full interview below [6 mins] #customersuccess #customerexperience customersuccessfieldguide.com/maranda-dzieko…

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Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk

4 years ago

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

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Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk

4 years ago

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

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Customer Success Field Guide @FieldGuideForCS

4 years ago

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…

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Customer Success Field Guide @FieldGuideForCS

4 years ago

❌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

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Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk

5 years ago

#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.

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Jason ✨👾SaaStr.Ai✨ Lemkin @jasonlk

5 years ago

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: ⬇️⬇️⬇️⬇️⬇️

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dharmesh @dharmesh

5 years ago

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