Product Marketing & Customer Success Insights
LEARN FROM THE EXPERTS
Carema Consulting has 30+ years of B2B SaaS leadership experience applying customer success and product marketing best practices that result in sustainable growth, enhanced gross margin and avoidance of costly mistakes. Discover our insights in the articles below, or contact our team to learn more.
Customers: The Key to a Successful SaaS Product Launch Plan
An effective SaaS product launch plan is one of the most difficult challenges today facing B2B SaaS companies.
Consider a Low Touch Customer Success Path to Value
If your customer success team provides a white glove approach to every customer, consider using a low touch customer success strategy.
Win Your SaaS Product Launch with These 4 Tips
From articulating value messaging to getting internal teams aligned, learn how you can win a SaaS product launch.
Start 2023 with a SaaS Customer Journey Mapping Session
The new year is almost here. Is your business focused on the right efforts? Learn why now is the time for a customer journey mapping session.
Building a Message House: The Best Product-Based SaaS Messaging Framework
Learn about the message house — a proven SaaS messaging framework — and how it ensures clear customer-centric messaging.
Is Customer Success Part of the Sales Organization?
It’s a common question without a definitive answer. However, as with a number of other factors that come with setting up a customer success function in a B2B SaaS company, the frequent response is “it depends.”
3 Questions to Ask a VP of Customer Success
As a SaaS founder or leader, you already know that hiring the right people is crucial to success — especially when you’re looking to scale up to the next stage of growth. It’s important when hiring leaders of existing functions within the business, but it’s even more critical when launching a new one. Hiring a leader for a new or growing customer success function, in particular, requires an extremely thoughtful approach. A VP hire at a SaaS company is even more complex (and often unsuccessful) – according to research, 75% of initial VP hires fail in the first 19 months.
Removing Friction in the SaaS Customer Journey
The first year is crucial in every SaaS customer journey — not only for customers themselves but also for your customer success team. This is because it has many points of friction (and thus failure), any of which has the potential to dampen value, discourage the achievement of outcomes, and, ultimately, lead to churn. Customer success teams looking to dependably deliver on customer outcomes, increase renewal success rates, and grow revenue from existing relationships must identify and tackle these points of friction in year one with greater sophistication.
4 Scenarios for Growing Your Customer Success Organization
As your business grows and changes, so too must customer success. Even during the current economic uncertainties, SaaS companies in multiple markets are experiencing significant growth, and the competition for opportunities continues to increase. While customer acquisition efforts should always be a mainstay in growth strategy, preserving the revenue your business worked hard to win is more essential than ever.
How to Start Building a Customer Success Organization
As a SaaS leader, you already understand that building a customer success organization is critical to the success of your business. But that’s never been more true than today. All too often, sales teams and leaders are hungering for that next opportunity. New customer acquisition is important for growth, but customer retention and expansion are the foundation for realizing both company value and financial resilience. Today’s economic challenges underscore the need for SaaS leaders to place some focus on building a customer [...]
Brian is smart, even-keeled, and he understands that a company’s success only comes from the success of its customers. Rarely do you get to work with, and for, an individual who has that rare balance of intelligence and humility, and who you look forward to going to work for every day.
Brian created, built and constantly morphed Microsystems’ Customer Success team and workflows that achieved a 98+% revenue renewal rate and that fueled the company’s 4x growth in ARR. Brian developed his team of Customer Success Managers to be highly attuned to our customers. The CSMs knew the proper time to push and when to hold back. As a result, our customers eagerly engaged with us, remained our customers for a long time, and provided references and referrals that buoyed our Sales team’s new customer acquisition efforts.
Carema Consulting understands deeply the essence and process of a well run Customer Success organization. In addition to helping Genivity form a sound process, Carema Consulting helped us define success and ensure that we as an early stage fintech company were focused on the right things, including zealously capturing voice of customer.
Carema Consulting was the pivotal factor that enabled interviewstream to form, execute, and grow our customer advisory boards at a time when greater customer intimacy was urgently needed to inform our future strategy. Carema Consulting showed us how to use customer advisory boards in a way that created a level of engagement that we didn’t previously think was possible.
My two years working with and for Brian represented a PhD in Customer Success for B2B SaaS. To execute against our ‘land and expand’ strategy, Brian led the creation and implementation of strategies and tactics that have empowered me to consistently forecast and achieve quarterly renewal and upsell goals for my enterprise customer base. He’s become a mentor to me.
At Vertex Analytics, Carema Consulting led an initiative to research and prove the value of a pivot of the company’s flagship product to an entirely new use case. This included securing and leading 1-on-1 conversations with thought leaders and target buyers in order to validate the pivot, authoring a positioning document to insure consistent messaging across our Marketing mix, and producing a go to market strategy. In order to assess and sharpen the positioning and GTM plan, Brian drove the Sales effort for the newly repositioned solution; in the process, Brian closed Vertex’s largest sale.
Customer Success
IS WHAT WE DO.