Event category: Customer Success

Events

November 17, 2022

12:30 PM - 01:20 PM EDT

Level 2 2022-11-17 50 MINS

Food for Thought

A 30-minute deep conversation with someone at a conference will set you up for years to come!

Food for Thought is designed around connections and discussions. Meet cool, highly relevant people, learn from your peers who have already solved the issues you’re working on and share your learnings with others!

November 16, 2022

01:45 PM - 02:20 PM EDT

Room 214 2022-11-16 35 MINS

The Critical Customer Metrics for Each Stage of Your SaaS Company’s Journey

With an increased focus on customer success, SaaS startups can place a greater concentration on the health of their current customers to drive revenue and eliminate churn. This session will focus on the critical customer metrics and strategies SaaS leaders must consider as they build a healthy company. Including, the research behind the direct impact of retention on a company’s value, the customer metrics a company should focus on at different stages in its growth such as pre product-market fit, product-market fit, scale, and cruising altitude, the customer metrics a company should focus on early in the customer journey such as onboarding and adoption, versus later stages like value realization and expansion, practical strategies to improve a company’s metrics, based on the stage you’re at, for example, Net Revenue Retention (NRR), Net Promoter Scores (NPS), and why and how customer success should be at the heart of every stage of a company’s growth.

Moderator

LAUREN THIBODEAU

Founder & Lead Advisor

SaaSCan

MATT BROWN

Vice President of Customer Success & Service

Solink

KATHY ISAAC

VP of Customer Success

Carbide (formerly Securicy)

YOU MON TSANG

Founder & CEO

ChurnZero

12:00 PM - 12:50 PM EDT

Level 2 2022-11-16 50 MINS

Food for Thought

A 30-minute deep conversation with someone at a conference will set you up for years to come!

Food for Thought is designed around connections and discussions. Meet cool, highly relevant people, learn from your peers who have already solved the issues you’re working on and share your learnings with others!