SaaS Customer Success Blog

"No one buys SaaS just to log on" and Other Customer Success Observations: A Podcast with ServiceRocket

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A revisionist history of B2B software goes something like this:

  • In the beginning, customers bought shrink-wrapped software from salespeople at software vendors.
  • In the beginning, vendors made their money on service contracts. Vendors knew that contract signature essentially guaranteed predictable revenue and good economics.
  • Then, Salesforce came along. B2B SaaS was born. The world changed.
  • Now, customers buy access to SaaS platforms, not shrink-wrapeped software.
  • Now, vendors have much more sophisticated economics, with higher upside for winners.
  • Now, vendors are not selling those nice service contracts any more, but are still looking for predictable revenue -- and often hunting for silver bullet to guarantee their economics.
The hunt for better SaaS economics takes us through usage data, customer success, and more. And it was just one topic we talked about on Helping Sells Radio the other day.
Topics: customer success customer success measurements

4 Ways That Seasonality Can Affect Net Promoter Scores

seasonalityFor businesses that aren't strongly seasonal, does seasonality have an effect on Net Promoter Score? I think so, and my view on this is that it's due to macro factors which affect customers - who are in fact human beings, and have other interests than your company.

At HubSpot, where I work, I saw a downturn in NPS around the holidays which prompted this post. Below are a few influencers on NPS that are worth thinking about when you see a seasonal movement in scores.

Topics: customer success measurements net promoter score NPS trends

Measuring Customer Success in SaaS: Ladder & Usage Scoring Methods Compared

I've noticed two broadly used & accepted methods of quantitative customer success measurement in SaaS: laddering and scoring. A comparison is interesting.

Topics: customer success SaaS customer success software customer success customer success measurements