Sometimes, to focus on retention, it’s necessary to shift resources away from other units, even sales. And yes, it’s scary .. Your CS team should accept a tradeoff too: higher retention with their increased resources. Higher target, accountability — and watch your ROI accrue.

Hubspot: NRR is Metric #1. More Than Sales saastr.com/10-learnings-f…

Customer metrics change as your company moves from pre-product-market-fit to product-market-fit to scale to cruising altitude. Katherine Isaac, Matthew Brown and Lauren Thibodeau (she/her) discussed at SaasNorth 2022 and Lauren summarized it here: saascan.ca/the-critical-c…

On a quiet morning, trying to be contemplative on the continued tragedies happening in our country.

What’s worse for a Seed VC: * losing 100% of a $2m investment on a seed start-up that never closes a Series A? Or * losing 50% of a $2m investment on a seed start-up that ended up being a unicorn but then later stumbled? The latter. By far. Here’s why:

It is always a meaty conversation with Dave Kellogg. Here's a blog post that outlines it.

NYC #CustomerSuccess leaders: The RYG team is back in town! Join us on Wednesday, March 22 for a leadership-level meetup and happy hour hosted by ChurnZero’s You Mon Tsang and our digital customer education partner Northpass. Secure your seat today at okt.to/pG3Ca9.

The G2 community has spoken. Thank you, @ChurnZero customers, for making us the first #CustomerSuccess platform to reach 1,000 reviews, the top-rated #CS platform, and the Customer Success Momentum Leader! See what 1,000 G2 reviewers say at okt.to/dj65Sy .

Congrats to ChurnZero, a winner of our 2023 Overall SaaS Award in Customer Service Category (both Enterprise and Small Business + Mid-Market). They also won in the SaaS Customer Success Award. appealie.com/saas-software-… #software #SaaS

Via PR Newswire: @ChurnZero announces further Customer Success AI™ enhancements to help CS teams save time, streamline tasks and increase their impact. Full story: okt.to/R1umlv #CustomerSuccess #AI #Tech #SaaS

Just a remarkable story.

I love two kinds of cookbooks: those that focus on the science and those that dive into stories. Excited for this book from Send Chinatown Love, inc Christoph Grosse. Made Here is about making food, making a home, making a life, and making it in my hometown. sendchinatownlove.com/cookbook.html

🤩This is just so impressive🤩

Exploring how to succeed in vertical-specific SaaS at BIG RYG 2023—with Dave A. Salvant, co-founder and president of SQUIRE Technologies, the world’s leading and fastest-growing platform for barbershops, and @ChurnZero's You Mon Tsang.  #BIGRYG #SaaS #Tech #founderstories #customersuccess

A truly great conversation with an inspiring entrepreneur.

How To Get Your Company Started, Not Stuck, With AI hubs.li/Q02cfj4_0 Written by You Mon Tsang of ChurnZero

There are SO many signs that the bubble is over. One is the massive culling of SaaS companies. G2 grids in every category show this. 2 years ago, there were many vendors all looking similar. Now, the at-scale companies are significantly pulling away, with the "flight to safety."

Underrated qualities in CEO’s 1. Simplifiers 2. Storytellers 3. Straight shooters (not always in spin mode)