SaaStr

2023年6月19日

柏拉圖數據情報。觀點:1我們一直在寫關於一個強大的力量,資助,致力於客戶成功組織SaaStr以來在2012年。雖然現在主流,我們早期的思想的力量二階收入,在許多方麵,通知一代SaaS企業家和整個CS空間。(嵌入的內容)我現在害怕電話和縮放與客戶成功,我並不孤單。幾個最近的電子郵件和電話我們得到:一個隨機的人在CS電郵我們,他們增加我們定價超過10倍。謝謝你。副總裁CS發送我們一個NPS調查一個有缺陷的產品,獲得了低品位,隻有發送自動回複天後。主管CS我們從未聽過的告訴我們他們會關閉訪問我們的產品早期如果我們不同意更新價格高出20%。多少CS高管在同一時間段,為真實的,看看他們是否可以幫助我們嗎?一個也沒有。 Nonce. Zero. There are a lot of factors at play here. Pressure from slowing growth. Pressure to maintain slipping NRR and slipping renewal rates. A focus on NRR over GRR. Price increases across the board , often handled poorly. And the worst root cause IMHO? Having CS report to sales. This turns it into a sales function — not a success function. I was sent an NPS survey from a vendor we pay $100k to I gave honest, tough, rough feedback I got an automated response back from the VP of CS and a price increase #CSin2023 The rise of the CRO is here to stay. Everyone wants to be a CRO now. But if that means Customer Success is now just a glorified upsell function — count me out. I’m missing the good old days when Customer Success was really just about … customer success. I no longer want to talk to Customer Success anymore. 9 times out of 10, they either don’t help, or just want more money. No Thank You. A related post here: