SaaStr Annual 2017 customer success lessons

From folks at SaaStr Annual 2017
#learnings
SAASTR101

Pendo.io
THERE ARE QUITE A LOT OF
SAAS PRODUCTS…BETTER
CONSOLIDATE AND MAKE IT
EASIER FOR YOUR CLIENTS
Adriane Goetze
@pendoio
SaaStr 101 by Perennial Systems

Pendo.io
BETTER FOCUS ON YOUR
CUSTOMER SUCCESS THAN
YOUR OWN AND YOU WILL
WIN
Rupert Bonham Carter
@klipfolio

Pendo.io
MAKE FRIENDS WITH
FELLOW SAAS COMPANIES,
YOU NEED THEM TO SELL
TO YOUR CLIENTS
Zach Lundgreen
@goGrow

Pendo.io
BETTER CREATE APIs AS
SAAS PRODUCT IS NOT
ABOUT YOU BUT ADDING
VALUE TO ECOSYSTEM
James Arcieri
@IBM

Pendo.io
TREAT EVERY SINGLE
CUSTOMER LIKE GOLD
Mike McCarthy
@fusebill

Pendo.io
IT IS EASIER TO BUILD A
SALES TEAM IN
TENNESSEE. GO VOLS!
Brandon Bruce
@cirrusinsight

Pendo.io
ENGAGE YOURSELF WITHIN
THE SALES PROCESS WITH
CUSTOMER STORIES
@SalesLoft

Pendo.io
WORK WITH CUSTOMERS
THAT ARE GOOD FIT. IT
HELPS GROW FAST WITH
MINIMAL EFFORTS
@engagio

Pendo.io
DATA IS POWERFUL.
@lookerData

Pendo.io
CONTENT HELPS YOU GET
QUALITY LEADS ONLY IF IT
ADDS VALUE TO YOUR
CUSTOMERS
@datanyze

Pendo.io
UNDERSTAND YOUR KEY
SAAS METRICS TO DRIVE
YOUR GROWTH
@saasoptics

Pendo.io
THE POWER OF FACE TO
FACE MEETINGS HELPS
BUILD RELATIONSHIP TO A
HIGHER LEVEL
@GartnerDigital

Pendo.io
LEARN FROM THE EBOOKS
AND BLOGS AS YOU BUILD
YOUR PRODUCTS
@Zuora

Pendo.io
SHUT UP AND LISTEN TO
YOUR CLIENTS. YOU WILL
SELL A LOT MORE THIS
WAY.
@Gong_io

Pendo.io
BE MORE PERSONAL WITH
YOUR CUSTOMERS. IT
WORKS!
@intercom

Pendo.io
WHEN YOU SEE
EVERYTHING AS A
PROCESS YOU BUILD
TOOLS. WHEN YOU SEE IT
AS A PROBLEM YOU
DISRUPT THE ENTIRE
INDUSTRY.
Ankur Srivastava
@SwarmSales

Pendo.io
BETTER WORK ON
RETAINING YOUR
CUSTOMERS, IT IS 5-25
TIMES EXPENSIVE TO
ACQUIRE A NEW
CUSTOMER
Abby Hammer
@churnzero

Pendo.io
PAY ATTENTION TO THE
DETAILS AND DON’T SELL
STUFF. MAKE BETTER
CUSTOMER STORIES.
@chargebee

Pendo.io
CAPTURE THE CUSTOMER
VOICE TO MAKE THE BEST
POSSIBLE PRODUCT!
@MOO

Pendo.io
THE BIG THING THAT YOU
NEED TO DO WHEN THE
CUSTOMER SIGNS UP IS TO
ENSURE THAT THEY
EXPERIENCE THE AH-
MOMENT RIGHT AWAY.
Lloyed Lobo
@BoastCapital

Pendo.io
BUILD A BRAND THAT YOUR
CUSTOMERS CAN CRUSH
OVER – THEY WILL BE YOUR
BIGGEST ADVOCATES AND
HELP YOU GROW.
Paige Musto
@ActOnSoftware

Pendo.io
START SMALL. DREAM BIG.
DON’T BE SCARED.
Justin Lane
@xactly

Pendo.io
FOCUS ON THE PROBLEMS
THAT YOUR TECHNOLOGY
SOLVES INSTEAD OF THE
FEATURES IT OFFERS.
Kevin Blessum
@DialSource

Pendo.io
COLLECTIVELY INNOVATE TO
BRING CHANGE THAT
BENEFITS EVERYONE IN THE
INDUSTRY.
@bandwidth

Pendo.io
FOCUS ON BUILDING A
STRONG PRODUCT THAT
SELLS ITSELF.
Jenna Theisen
@DialpadHQ

Pendo.io
SUCCESSFUL CAMPAIGNS
ARE NOT THE ONES YOU
PLANNED. BETTER BE
CREATIVE.
Maguire Mealy
@showpad

Pendo.io
USE MACHINE LEARNING.
@RiskIdent

Pendo.io
PEOPLE DON’T BUY
PRODUCT, THEY BUY WHAT
YOU MAKE THEM BELIEVE.
@WalkMeInc

Pendo.io
SAASTR ANNUAL IS MUST
ATTEND FOR SAAS
FOCUSED ORGANISATIONS
TO LEARN, VALIDATE AND
GROW.
@SimilarWeb

Pendo.io
DON’T JUST LISTEN,
ENGAGE WITH YOUR
CUSTOMERS.
@mixmax

Pendo.io
BE PROACTIVE IN
SUPPORTING YOUR
CUSTOMERS.
@freshdesk

Pendo.io
GET THE FIRST FEW
CUSTOMERS DELIGHTED TO
BE SUCCESSFUL IN SAAS.
@Gliderai

Pendo.io
MEASURING CUSTOMER
SUCCESS IS IMPERATIVE
FOR SAAS BUSINESS TO
GROW.
@asknicely

Pendo.io
DATA DATA DATA…
@FirstData

Pendo.io
HIRE THE RIGHT PEOPLE.
@Sisense

Pendo.io
FOCUS ON SHIPPING CODE
FASTER.
@circleci

Pendo.io
BETTER OUR COMMUNITY
THROUGH SAAS.
@Teamableme

Pendo.io
LEVERAGE INDUSTRY
LEADING MARKETPLACE
AND PLATFORM TO HELP
SCALE AND GROW
BUSINESS.
Colin Casey
@partnerforce

Pendo.io
GREAT PLACE TO SHARE
IDEAS AND LEARN FROM
SO MANY PEOPLE AT
SAASTR.
@CloudElements

Pendo.io
DATA AND AI ARE KEY FOR
SAAS.
@Invis_Solutions

Pendo.io
NAIL YOUR NICHE!
@motoceo

Pendo.io
THE FIRST VALUATION IS
ALWAYS OVER PRICED!
@LighterCapital

Pendo.io
THE SAAS COMMUNITY IS
SMALL BUT HAS
POWERFUL IMPACT
@Intacct

Pendo.io
SHARE THE RIGHT
MESSAGE WITH THE RIGHT
USER BASE AT THE RIGHT
TIME.
@UserIQ

Pendo.io
MARKETERS NEED TO
ADAPT TO THE
ENGAGEMENT ECONOMY.
@marketo

Pendo.io
CREATE MORE
CONVERSATIONS.
@ZoomInfo

Pendo.io
BUILD BETTER CUSTOMER
RELATIONSHIP BY BEING
ON PHONE WITH THEM ON
A CONTINUOUS BASIS
@aircall

Pendo.io
OUTAGES HAPPEN BUT
HOW DO YOU RECOVER.
@leasewebusa

Pendo.io
THE BEST SALES
PROFESSIONALS IN SV ARE
STARTING TO THINK LIKE
VCs WHEN IT COMES TO
DATA AND PROSPECTING
@mattermark

Pendo.io
PRODUCT DEVELOPMENT IS
NOT JUST ENGINEERING –
IT’S A WHOLE TEAM
CONTRIBUTION
@datafoxco

Pendo.io
BEST DECISION WE MADE
WAS STOPPING FREE
TRIAL.
@sellsy_app

Pendo.io
KEEP SHOWING RESULTS.
@smartbookscorp

Pendo.io
FIRST UNDERSTAND YOUR
CUSTOMERS AND INVEST
TIME TO LEARN WHAT THEY
NEED.
@algolia

Pendo.io
TAKE GOOD TIME TO BUILD
THE COMPANY’S CULTURE.
@JustworksHR

Pendo.io
SAAS DOES NOT WORK
WITHOUT GOOD DATA!
@LeadGenius

Pendo.io
FOCUS ON YOUR
CUSTOMERS KEY BUSINESS
OBJECTIVES.
@clientsuccess

Pendo.io
GATHER FEEDBACK FROM
YOUR CUSTOMERS TO
IMPROVE YOUR PRODUCT.
@delighted

Pendo.io
STAND OUT! IT’S NOT GOOD
TO BLEND IN!
@gooddata

Pendo.io
IF YOU CAN’T MEASURE
YOU CAN’T IMPROVE THAT!
@insightsquared

Hope you enjoyed the learnings …
#learnings
SAASTR101

THANK YOU
Pras hant Sac hdev
Follow me @ pr as hantsachdev
Pr oduc t Innovation & Str ategy

SaaStr Annual 2017 customer success lessons

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