CS in the chaos of startups
So how do you approach Customer Success in early-stage startups?
And what lessons from CS in early-stage startups apply in more established companies?
Johan and I had a super-fun conversation on this week's Impact Weekly episode about building CS operations in early-stage startups that I think you'll like even if you're not in a startup.
Listen to the episode here (or on Spotify, Apple, or Youtube)
And if you're thinking about joining a startup as an (the) early CS hire, this episode will help you better understand what you're getting yourself into. 😬
~ Lincoln
BTW: Next week we have two Impact Academy training programs starting on Monday, 5-Feb:
Partner Success - This 2-week intensive program is for anyone who works with channel partners, distributors, VARs, Affiliates, or basically if any 3rd party sits between you and the end-customer of your product.
Head of CS: How to Build - This 3-week program is foundational for modern Heads of CS, regardless of experience level, as we focus on the three areas key to your role: Leadership, Management, and Coaching.
I hope to see you in one of those programs.
Lincoln Murphy
I help SaaS companies Maximize LTV through Customer-centric Upselling
Don’t worry about upsells until churn is below 10%? Really? No, this mindset limits growth and stifles potential. Unless your environment is overtly customer-negative and you have massive churn across your entire customer base, you don’t need to hit some mythical churn threshold before upselling. Yes, address churn where it’s an issue, but also recognize that some customers are progressing and ready for expansion NOW. Here’s the truth: Even with higher churn in some cohorts, you have other...
Our 2-week Retention training and certificate program starts on Monday, June 17, 2024. Our first live session is on Tuesday. This program is so unique because we take a different approach to Customer and Revenue retention. We focus on the differences between Proactive and Reactive Retention, how to move from the latter to the former through better prioritization, orchestration, and directing limited resources to higher-percentage activities. This program is practical in every sense of the...
This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including: What are the key indicators for predicting churn in advance? How to prevent churn when you have no control over price rises (set by head office) Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS? And more! We give some VERY...