Spreedly’s Post

Tyler Hodgins, our Senior Director of Customer Success, shares how Spreedly has transformed its approach to demonstrating the power of our APIs via Coast. Discover how our open payments platform empowers merchants with more choices and better outcomes. 🔗 Learn more about our solutions and their impact: https://bit.ly/3ThWWkF #SpreedlyInsights #OpenPayments #Fintech #CustomerSuccess #APIs

Why you need to join the Customer Winback Webinar on 11th June. What would you do with $485k? Okay so $485k is the average but we guarantee your investment in this FREE 1hr webinar, 30 minutes learning and 30 minutes Q&A, will be worth it. Customer Winback Win More, in Less Time, at a Lower Cost There’s gold buried in your lost customers and in this webinar, we’ll show you how to mine that gold. You’ll learn how to leverage all the time, resources and money you spent acquiring customers to … Create Instant Pipeline Your past customers are well qualified sales leads you can immediately add to your pipeline. Hit Sales Targets When Time is Tight Winback delivers serious revenue and sales cycles are 3X faster than for new customer acquisition. Do More With Less The average winback campaign generates $485K for SMBs and they cost little to execute because the price of your leads and qualification has already been paid. Increase Market Share Winback reactivates large numbers of lost customers, quickly and at low cost. Increase Customer Retention Customer winback shows you where the holes are in your leaky sales bucket, and tells you how to plug the ones that are pluggable. With a relatively modest effort, you could have an optimized winback process and be on your way to creating significant low-cost revenue in a few months. This webinar is the first of 3 in our Hot Revenue Series. Before you attend the webinar, take 5 minutes to complete the Hot Revenue Audit. You’ll get a personalised report with 14 things to start and stop doing to give you immediate revenue growth at low cost. https://lnkd.in/eiBNXr3C

Should Customer Success report to CEO or CRO? I've had this discussion in every startup I worked in and my unwavering opinion that CS and Sales should work together, but not be in the same department, was challenged many times. With recent challenges in the tech industry with funding the push of Sales got even stronger. Reading this post reminded me why I feel so strongly about it https://lnkd.in/dWHkP5wy

Customer Success is often seen as a post-sales function. But dedicating some CS effort during pre-sales can really elevate your new bookings. Once you're certain a deal will close, involve the CS team right then and there. This leads to - Better expectation setting Seamless transitions Faster onboarding Stronger customer relationships And more . . . We often loop in CSMs before closing a deal and customers love it. They appreciate the smooth handover and the positive tone it sets for the partnership from day one. Introducing CSMs early can work wonders for your pre-sales efforts. When do you involve your CSMs in deals, and why? I'd love to hear your thoughts. ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1755+ community members! 💥 [link in the comments section]

🚨 One of the biggest mistakes I see in the post-sales customer journey? Not managing the renewal from day one. 🚨 The moment a customer signs on with your SaaS business, the clock starts ticking towards their next renewal. And if you're not managing that journey proactively from the start, you're missing the opportunity to deliver value that exceeds expectations to maximize net retention. Here's the deal: the minute that contract is signed, it's on us to make sure the customer knows whether they made the right choice. How? By clearly documenting the outcomes they expect, aligning every stage of the journey around delivering above-the-line value, and ensuring every interaction builds toward that next renewal. For customer success managers, account managers, and anyone owning retention metrics: your focus should be on creating a win-win. Your customer should walk away feeling like their decision to partner with you was the best one they made—and you should walk away with commitment and growth at renewal time. ✨ Clear outcomes. Proactive management. Value that exceeds expectations. ✨ That’s the formula for driving retention and revenue growth. #CustomerSuccess #Retention #B2BSaaS #ValueCreation #NetRevenueRetention

Here’s how I’ve seen a lot of customer success teams attempt to mitigate churn - 1. Note potential flight risk 2. Log it. 3. Wait and see what happens 😑 The expectation is that someone else is reading that sheet, and presumably will take action. The reality is…nobody reading the sheet thinks they need to act. This is an example of a reactive, inefficient approach to risk mitigation, resulting in an administrative exercise if anything. My LinkedIn Sales Solutions team follows a proactive process that’s clear, consistent, and tracked. We’re aligned on what must be accomplished, who’s taking on those tasks, and how we measure progress. For every 12-month renewal above $100,000, we’ve defined a framework to identify risks: Do we have sufficient activation? Do we have sufficient adoption? Do we know who the executive sponsors are? Do we know who the decision makers are? Have we delivered a value review to them? When something’s off, we flag it, and create a plan. And my team knows I’m inspecting everything. I’m sending questions and comments, they’re constantly updating the records. We’re all accountable, and on the same page about what must be done. Don't just do something to do something - ensure that the administrative processes you instill have accountability and measurable outcomes.

🌟 Elevating Sales Through Customer Success 🌟 In the dynamic world of SaaS sales, customer success isn't just a department— it's a strategic mindset that drives sustainable growth. Here's why: When we prioritize our customers' success, we're not just closing deals; we're building lasting partnerships. It's about understanding their challenges, goals, and aspirations, and aligning our solutions to ensure they achieve tangible results. At LambdaTest, we're passionate about empowering our clients every step of the way. From onboarding to ongoing support, we're committed to delivering value and exceeding expectations. Because when our customers succeed, we succeed. Let's redefine sales by focusing on long-term relationships and mutual success. Together, let's celebrate the power of customer success as a cornerstone of our sales strategy. 💡🚀 #CustomerSuccess #SaaS #Partnership #LambdaTest #TestMu24

Salesloft isn’t just for Sales. It’s for Customer Success, too. After all, nurturing your current customers is crucial to retaining revenue and growing accounts. So how exactly should your Customer Success team use Salesloft? Well, it just so happens that Salesloft’s own CSMs use it themselves and have some tricks up their sleeves. Attend this session on December 18 at 11am EDT and you’ll learn how to: >> Find the features that best support your CS team’s workflow to drive quick wins >> Maintain and scale engagement with your current customers >> Collaborate with other members of the revenue team within Salesloft Mark your calendar: https://lnkd.in/eXXVzZY4

Technical founders can sometimes get so enamored with the product they are building that they really don’t understand why customers actually buy their product. I’ll take it one step further… Sometimes your product might be only 25% of why a customer buys, the other 75% is stuff you might not even realize until you take a closer look at each specific buyer. - Some buyers value the quality and responsiveess of your support above product feature maturity or feature parity with competitors. - Others use your product and also desire a partner they can work with, for example to teach others and conduct educational workshops. - Still others have specific KPIs and they are buying your product as a means to an end. They see the customer success team as partners who can work with them weekly to help meet and exceed their objectives (cloud cost optimization, increasing the satisfaction of the end users they support). Advice to the founders in my network, take the time to try understand why your customers buy. - It might have less to do with your feature roadmap and more to do with how you show up when they need you and how you help them win. - Your product offering also gets better faster when you understand all the manual things your sales, support, and customer success team do to get the sale and make customers happy. - Talk to more customers to understand why they first bought and why they continue to be paying customers. Understanding why customers really buy makes it so much easier to prioritize the product roadmap and find ways to improve the sales cycle and customer retention. What do you think? Have you experienced the disconnect that can sometimes occur between founders and customer facing leaders? Would love to hear your experiences and advice for others in the comments.

Salesloft isn’t just for Sales. It’s for Customer Success, too. After all, nurturing your current customers is crucial to retaining revenue and growing accounts. So how exactly should your Customer Success team use Salesloft? Well, it just so happens that Salesloft’s own CSMs use it themselves and have some tricks up their sleeves. Attend this session on December 18 at 11am EDT and you’ll learn how to: >> Find the features that best support your CS team’s workflow to drive quick wins >> Maintain and scale engagement with your current customers >> Collaborate with other members of the revenue team within Salesloft Mark your calendar: https://lnkd.in/ejGb8KRc