Patrick Campbell of ProfitWell pulled together the world's largest study on subscription and SaaS churn from analyzing over three thousand different recurring revenue companies of all shapes and sizes.
Sometimes combined, sometimes separate, customer success and account management are two separate motions in a SaaS organization. Nils Vinje of Glide Consulting explains the key differences between the two functions.
Growth is the primary focus of many venture backed startups, but as Customer Success knows too well, it can have detrimental downstream effects. Abhay Vardhan of Blippy.com (via Nir & Far) talks about how cohort retention is an important metric to evaluate growth against.
Kate Harvey of Amity feels it's vital the customer success manager you hire be the kind of rockstar who will lead your team to….well, success.
In Other News: While it's extremely disappointing the US didn't qualify, the World Cup still kicks off this week. Who will you be pulling for?
This newsletter is curated by Alex Bakula-Davis for your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line at firstname.lastname@example.org!
Alex Bakula-Davis · 301 Howard St. · San Francisco California (CA) 94105 · USA