Nick Goss

Become a SaaS Retention Expert: Strategies to Slash Churn & Improve Service Quality. None of us are born with the knowledge. In a sense, I was lucky - I've had a career that might not be unique is certainly rare ... and as Liam might say "I have are a very particular set of skills, skills I have acquired over a very long career." I'll give you the short version and the skills I had to learn: Customer Success Director for major accounts in Europe and APAC Data Analysis and Insights for Top Ten software company Technical Understanding of SaaS Operations delivering services to 50million+ registered users Process Improvement and Optimization using Structured Systems Analysis & Design Methodology Communication and Stakeholder Management throughout my career Strategic Planning and Business Alignment for major SaaS vendor Change Management to implement improvements smoothly Financial Management and P&L Responsibility for multi-million budget I bounced around a bit 😆 So why should you care? I've put them all together into a program you can implement THIS QUARTER to identify your high-value accounts, and create a strategy to ensure they stay with you. Want to know more? DM me! #B2Bsaas #SaaS #CustomerSuccess #CSM #Retention #Churn

The 7 brutal truths of B2B SaaS You’re a supplier, not a ‘partner’ Customer Success is about getting customers to renew Old IT departments might just know more about delivering quality service than you ‘Fix forward’ means annoying users for longer. Learn to roll back Performance is measured at the user’s screen, not inside your data centre Some customers are only still with you because changing is too expensive Onboarding is not just a technical activity. Training users has to be included if needed #B2Bsaas #CSM #CustomerSuccess

If you're in B2B SaaS, you're in a Service business. You might not think you are. You may think you are a Software business, or that you work in High Tech, and there are aspects of what you do where that is true, but from the perspective of those that USE your Service, you are a Service. The attached video is an interview with Professor Valarie Zeithaml. She has published category-changing work on the psychological drivers of the people that consume your Service. In fact, she addresses the expectations of EVERY human that consumes ANY Service. When I was battling conflicting options to improve Service Delivery, cut complaints, and increase retention, I found her work gave me a better perspective. It clarified my options and gave me a route forwards. If you are struggling with the same issues, I hope this helps and serves as an introduction to Service Quality. https://lnkd.in/exwbk8_b #B2Bsaas #retention #churn #ServiceQuality #Zeithaml #CustomerSuccess #ServiceDelivery

Is your B2B SaaS company culture Ferrari, Lamborghini, or Tesla? Are you Ferrari for high performance and precision, Automobili Lamborghini S.p.A. for bold new directions, or go Tesla––the sustainable future? Ferrari: Excellence and performance a la Salesforce. But be careful – it can break your bank balance. Lamborghini: Bringing power to innovation, like HubSpot. BE DIFFERENT, but also remember, not only is it an easy job to go too niche and fall. Who needs to see what's behind you anyway? 🫤 Tesla: Hit on future innovation and sustainability. Maybe Slack is a good analogy. Each strategy has its strengths and weaknesses. But what is best for you? Which brand values do your customers value most highly? The psychology hints that Reliability has the highest impact on our perception of Service Quality, so maybe a Ford Mondeo is the better choice for you? Responsiveness comes second. Maybe Tesla edges it there, but it would be a close thing. What do you think? What's your view? #B2Bsaas #Ferrari #Lanborghini #Tesla #Ford #Culture