9min chapter

The Twenty Minute VC (20VC): Venture Capital | Startup Funding | The Pitch cover image

20VC: The Metrics That Matter in SaaS Today; Why CaC Payback is Flawed & CAC Ratio is Better, Why You Need to Hire Three Sales Reps at a Time, How to Forecast in 2024 & Biggest Mistakes Made Forecasting & How to Make Customer Success Sell More with Dave K

The Twenty Minute VC (20VC): Venture Capital | Startup Funding | The Pitch

CHAPTER

Evolving Customer Success in SaaS

This chapter explores the critical role of Customer Success teams in SaaS companies as they face heightened pressure to demonstrate value amid budget cuts and vendor evaluations. It discusses the importance of aligning Customer Success with sales objectives and fostering collaboration while preventing conflict between sales and customer success roles. Additionally, it addresses the need for effective incentive structures and the importance of product usage data in predicting churn rates.

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