Braze’s Post

So excited to have joined Continuous at such an exciting time! Continuous helps businesses transition from Consumption 1.0 to 2.0 - and now we've partnered with Salesforce Revenue Cloud, RightRev, and Globant for a really cool webinar walking through how Continuous enhances Revenue Cloud with flexible prepaid usage plans: pricing strategies like Credit Balance Management, Prepayment, and Annual Commitments. In real time, you'll see the revenue recognition impacts in RightRev as the customer's journey progresses, and learn best practices for different sales actions along the way. I've spent most of my career writing and designing custom code to handle these types of use cases so I'm quite starry-eyed seeing a solution that can take this on and connect it all together seamlessly without having to maintain any custom code. Launch a free-trial with $50 credits that your customers can use however they want? Notify a sales rep when the customer uses up most of their free credits? Offer $1000 in prepaid credits discounted to $700 if they buy today? And all of this revenue recognized and tied neatly together in real-time? All in one platform? Are you kidding me??? The world is learning and growing and moving towards solutions that - very simply - work. Come check it out! https://lnkd.in/e8TfhURP

Customer Education is a crucial aspect of a customer engagement strategy to scale a SaaS company. Yet, it's often misunderstood and not seen as prioritizing the needs of the business. Dave Derington and I meet regularly to discuss the challenges that leaders overseeing this function of the business face, as well as best practices in Customer Education. One of the things these conversations have yielded is the Customer Education Parity Principle. Check out the article we wrote-- It's linked in the comments and find out how to achieve the Zone of Scale. We'd love to know what you think! #customereducation #customerengagement #customersuccess

Want to transform customers into loyal brand advocates? Our latest blog reveals how: ✅ Accelerate onboarding for quick wins 🔍 Drive adoption of key features 🏗️ Build a foundation for long-term success Discover why investing in customer education is investing in your business growth. Read the full blog: https://bit.ly/4fLeOOg #CustomerEducation #blog #PixelMechanics #DigitalTransformation #TransformCustomers

Want to see how Pendo drives value across the entire business? 🤩 Here’s a closer look at how 5️⃣ teams—product, customer success, engineering, sales and marketing—at Pendo use our platform to better understand and engage with customers at every stage of their journey. Check it out 👉 https://bit.ly/3tx4WV5

“Consolidation” has already been declared 2024’s word of the year, according to…👀 this post. More than ever, I’m having conversations about expanding Pendo’s all-in-one functionality beyond Product teams. To all my Marketing, Data & Engineering, Customer Success, and Sales peeps - this one’s for you! Great article.

Our Customer Success workshop next week sold out, so we added more seats 😃 We can fit 10 more chairs in the room, right? Right. Three reasons why customer success is the MVP for SaaS: 💸 In a normal-to-tight funding environment, customer revenue is critical. CS is a master lever to keep and grow your customer base. ⚙ Getting this motion right, right from the get-go, pays off. Getting is wrong will cost you in employees and customers. 🙋♀️ You don't need a big team to be successful in this area. Founder-led CS is a thing. The amazing Chrisy Woll and Adam Ince will lead this workshop. This event is free. Grab one of the last 10 tickets here: https://lnkd.in/g-qf4YJ5

As a CSM, I've had the privilege of witnessing the transformative power of customer success first-hand. But the journey continues. There's always more to learn, more to explore, and more to achieve. I hope to gain two things during this week’s workshop: 1️⃣ Real-life stories: Nothing is more enlightening than hearing about real-life experiences in the field. I'm eager to listen to triumphs, hurdles, and how other professionals carved out unique paths to customer success. 2️⃣ Fresh perspectives: As diverse as our community is, so are our viewpoints. I'm looking forward to absorbing new ideas and innovative strategies that challenge the status quo and push us to think out of the box. #customersuccess #workshop #arizona

Ever made a business blunder that made you go 'Oops'? Sharing some of our learning curves for a better Customer Success model.👇 In our software-as-a-service (SaaS) retail business, ensuring the success of our customers is extremely important. We have a dedicated team for onboarding new customers and provide support, which we call customer success. But as they say, rapid growth 📈 can sometimes blind you to the most obvious things. I believe it's crucial to take a step back and evaluate our customer journey. Like the time we asked for a VAT number after sending an invoice. Oops! 😅 Or when we questioned our customers about their 'live' date only to tell them, "sorry, it's not feasible." 👎 Understanding that we don't know everything and embracing expert advice 💎 is not just humbling but also essential to driving significant change. Looking forward to the next months with our guide Sarah Keppens, CCXP , we are excited about improving our customer journey and ensuring greater success for our customers!

How do we explain what it's like to grow a B2B or B2C SaaS business? Utter chaos 😕 perhaps? My euphemism is "Building an airplane while flying it". Early in my career as a Customer Education Leader, the constant push/pull between making amazing educational content was always tempered by the needs of my business to "get it done". Kristin Thompson points out in this article how we need to keep balance - or parity - in our work. The image below is one I'll have on-hand for a long time to come!

Love how the benefits of Pendo extend far beyond the Product team - check out this blog to see the impact on the whole machine - CS, Engineering, Sales, and Marketing, too!