The Customer Success Newsletter is a weekly curated collection of 4 helpful articles from around the world of Customer Success.
Welcome to 2018! After the holiday break we are back with the opinion that CS should own Customer Marketing, the % of revenue should come from expansion, how to segment your customers, and the right way to drive expansion.
As Customer Success becomes more and more of a focal point for SaaS companies, the question of shifting roles from traditional departments has become more of a question. Will Robins of Gainsight talks about how they've shifted Marketing roles into the CS org and why he advocates that other companies do the same.
Growth in SaaS doesn't come from acquiring new customers, it comes from retaining and expanding the ones you already have, with their growth fueling your growth. Patrick Campbell of Price Intelligently covers the math of why 30% of your revenue should come from expansion.
Lincoln Murphy of Sixteen Ventures believes that Customer Success leads to account expansion, but only when upsells and other expansion opportunities are orchestrated logically around success milestones.
In Other News: Japanese billionaire Masayoshi Son has changed the startup game with his aggressive investing and enormous checkbook. Does he know what he’s doing?
This newsletter is curated byAlex Bakula-Davisfor your reading and Success pleasure. If you have any content you'd like to submit, suggestions, or just want to talk Customer Success, drop me a line!