ChiefCustomerOfficer[.]io

I just built a ChatGPT prompt for customer success leaders It uses deep research to build a 5-10 page report on your customer I’ve found it incredibly valuable for research before big QBRs and meetings with executives It uses all available information to build a picture that looks at: Business fundamentals Executive hires 10 quarters of financial performance Forward looking financial performance Strategy and market adoption Second order impacts I threw it in a google doc to share out - just drop a comment if you’d like to see it UPDATE: Uh, this got big...whoops. If you want the prompt drop your email in here: https://lnkd.in/eWJiDhUK

Why is this significant? If you listen to what Toya is saying, there's a valuable lesson in this short clip... When designing their customer journey, the Cornerstone OnDemand success team didn't TELL other teams what their role was going to be in the customer's journey. They ASKED them what it *should* be. When you ask instead of tell, you get ideas you couldn't have thought of yourself (thanks Jesse Cole). And you get ownership and buy-in. Works with kids Works with customers Works with colleagues Full episode of Land and Expand with Toya Del Valle, CCO of Cornerstone, drops next Thursday (1/16). Get it wherever you get your podcasts.

Challenging yourself, in various ways, is the essence of personal growth. When I moved into a leadership role, I knew there was a lot to learn and boy has it been fun. One area, I've always been interested in, but not quite confident in is numbers. Seems simple, right? Numbers, they're straight forward (i.e., 2+2 = 4). But, as a Customer Success professional, I've learned to live in the grey, so sometimes reverting back isn't as easy as it seems. Recently, I joined the GrowthCurve newsletter and it's been life changing. Shout out to Jay Nathan and Jeff Breunsbach for putting together such a great resource that focuses on all aspects of leading. If you're like me and want to expand your knowledge around what it takes to be a well-rounded leader, I highly recommend their newsletter (even their courses and webinars, which is next on my list). Cheers to your journey, whatever it might be, and thank you to all the fearless leaders giving new leaders a chance to be better! #growthmindset #leadership #grateful

We just broke down Unit Economics to 465 people in our Cover Your SaaS Webinar. (Seems like we should keep doing these webinars...) 4 levers that increase the likelihood your SaaS company stays in business. 1) Increase the average revenue per customer aka sell more to your customer Example: Roll out price increases in targeted segments 2) Increase the gross margin per customer aka get more efficient at delivering to your customer Example: Increase support efficiency by utilizing AI tooling 3) Increase the gross retention rate aka make sure the customer stays longer Example: Improve first-year renewal rate 4) Increase the acquisition efficiency aka find more customers using fewer dollars Example: Ramp “owned” content and awareness campaigns --- Shoutout to our sponsor Churnkey. Churnkey is a retention automation platform for high-volume subscription and SaaS businesses. The platform offers customer-friendly, self-serve cancellation flows and advanced failed payment recovery solutions. Check them out at churnkey [.] co to learn how their customers reduce churn by 20-40%. --- #saas #software #leadership #management

It's time to level up your leadership. Join us Thursday for a live workshop on Financial Literacy for SaaS Leaders. We'll cover: - The SaaS P&L - Unit Economics - How to make an IMPACT Brought to you by GrowthCurve and Churnkey. ?? Jay Nathan Jeff Breunsbach

There's nothing worse than "faking it". Sitting amongst your peers nodding along trying to find the guts to raise your hand and ask a question. According to an HBR study, 49% of SaaS leaders don't understand their business model. That's not a place where a leader is making confident decisions. So, we're here to be a force for good to change that. We want you to have confidence, to make decisions that you believe in and help you connect with your Executives. Come join us on April 11, 2024 at 11am ET where Jay Nathan will break down how he approaches SaaS business and financials from an executive standpoint. --- #software #finance #saas