Podcasts about nrr

In episode #286 of SaaS Metrics School, Ben Murray breaks down one of the most common — and costly — mistakes SaaS founders and CFOs make when building their Monthly Recurring Revenue (MRR) schedules: netting contraction and expansion. This seemingly small error can break your ability to calculate key SaaS metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). What You'll Learn: The essential structure of an accurate MRR waterfall schedule Why separating expansion, contraction, and churn is crucial for calculating SaaS metrics How to calculate GRR and NRR using distinct MRR layers Why trailing 3- and 6-month annualized retention rates offer deeper insights Pro tips on segmenting your MRR by product, ICP, or geography Who This Is For: SaaS founders, CFOs, FP&A leaders, and revenue ops teams looking to improve their SaaS financial reporting and ensure clean, actionable SaaS metrics that stand up to investor scrutiny. Resources Mentioned: Join Ben's private SaaS metrics community: https://www.thesaasacademy.com/offers/ivNjwYDx/checkout Subscribe to Ben's newsletter: https://mailchi.mp/df1db6bf8bca/the-saas-cfo-sign-up-landing-page Free SaaS Metrics Tools & Templates at TheSaaSCFO.com Enjoying the show? Please rate and review the podcast — it helps more SaaS professionals discover how to build better businesses with metrics that matter.

Guest: Eli Portnoy, Founder & CEO at BackEngineAs B2B SaaS companies scale, they often lose touch with the customers who got them there.In this episode, Eli Portnoy, founder and CEO of BackEngine, sits down with Ken Lempit to talk about the critical breakdown in customer feedback systems—and how generative AI can help leaders hear what really matters.We unpack: ✅ Why customer feedback loops break as SaaS companies grow✅ The hidden costs of misaligned feedback channels and weak ownership✅ How AI can synthesize 100% of customer interactions—without surveys✅ What separates elite SaaS companies from the rest when it comes to NRR and churn✅ Why CS leaders are uniquely positioned to become strategic feedback ownersEli also shares the story of losing his biggest customer before a major fundraise—and the moment he realized feedback was everyone's problem, but no one's job.If you're a CMO, CRO, or CS leader building a feedback-driven growth engine, this is a conversation you won't want to miss.---Not Getting Enough Demos? Your messaging could be turning buyers away before you even get a chance to pitch.

The CEO's Strategic Growth Edge: A Go-To-Market System That Scales“You don't need more leads—you need clarity. Clarity on where your business can grow the most, the fastest, and at the highest margin. That's what a real go-to-market system delivers. It's not about volume anymore—it's about alignment, focus, and making sure every team—marketing, sales, and customer success—is executing toward the same outcome. That's how CEOs scale with confidence.” That's a quote from Sangram Vajre, and a sneak peek at today's episode.Welcome to Revenue Boost: A Marketing Podcast. I'm your host, Kerry Curran—revenue growth expert, industry analyst, and relentless advocate for turning marketing into a revenue engine. Each episode, we bring you the strategies, insights, and conversations that help drive your revenue growth. So search for Revenue Boost in your favorite podcast directory and hit subscribe to stay ahead of the game.In The CEO's Strategic Growth Edge: A Go-to-Market System That Scales, I'm joined by bestselling author and GTM expert Sangram Vajre to discuss why go-to-market isn't a marketing tactic—it's a CEO-level growth system. In this episode, you'll learn the three phases every business must navigate to scale, why alignment beats activity in every growth stage, how CEOs can drive clarity, trust, and margin-focused decisions across teams, and why AI is only a threat if you're still riding the demand-gen horse.If you're a growth-minded CEO or exec, this episode gives you the roadmap and the mindset to scale faster, smarter, and stronger. Be sure to listen through to the end, where Sangram shares three key tips—his ultimate advice for any leader ready to level up their go-to-market strategy. Let's go!Kerry Curran, RBMA (00:00.77)So welcome, Sangram. Please introduce yourself and share a bit about your background and expertise.Sangram Vajre (00:06.992)Well, at the highest level, I feel like I've had the opportunity to be in the B2B space for the last two decades and have had a front-row seat to categories that have shaped how we think about go-to-market. I ran marketing at Pardot. We were acquired by ExactTarget and then Salesforce—that was a $2.7 billion acquisition. It was a huge shift in mindset, going from a $10 million company to a $10 billion one, and I learned a lot.I became a student of go-to-market, if you will. That was in the marketing automation space. Then I launched a company called Terminus, which has been acquired twice now. Along the way, I've written three books. The one we're going to talk a lot about is MOVE, which became a Wall Street Journal bestseller. That book has created a lot of opportunities and work for us.I walked into writing this book, Kerry, thinking I knew go-to-market because I had two $100M+ exits. But I walked out of the process a student of go-to-market because I learned so much. Writing it forced me to talk to folks like Brian Halligan, the CEO of HubSpot, and partners at VC firms who have seen 200 exits—not just the three I've experienced.It really expanded my vision. Now I lead a company called Go-To-Market Partners. We're a research and advisory firm focused on helping companies understand who owns go-to-market and how to run it at a transformational level. Our clients are primarily CEOs and executive teams. That's our focus.Kerry Curran, RBMA (01:46.094)Excellent. Well, I'm very excited to dive in. I first saw you speak at Inbound last fall, and what really resonated with me was the shift from just an ABM program to a company-wide GTM program—one that includes everything from problem-market fit all the way to customer success, loyalty, and retention. Really making GTM the core of revenue growth.So I'd love for you to dive in and share that framework and background.Sangram Vajre (02:23.224)Yeah. And by the way, for people who've never attended Inbound—you should. I've spoken there for eight years straight and always try to bring new ideas. Each year, they keep giving me more opportunities—from main stage to workshops. I think you attended the 90-minute workshop, right? Hopefully it wasn't boring!Kerry Curran, RBMA (02:48.61)Yeah, it was excellent. I love this stuff, so I was taking lots of notes.Sangram Vajre (02:52.814)That was fun. The whole idea was: how can you build your entire go-to-market strategy on a single slide? Now, people might think, “There's no way—you need way more detail.” But it's not about making it complete; it's about making it clear.So everyone can be aligned. For example, in the operating system we've developed, we write research about it every Monday in a newsletter called GTM Monday, read by 175,000 people. The eight pillars are based on the most important questions. And Kerry, I don't know if you'll agree, but I think I've done a disservice for two decades by asking the wrong question.Like, I used to ask, “Where can we grow?”—which sounds smart but is actually foolish. The better question is, “Where can we grow the most, the fastest, the best, at the highest margin?” That's the true business perspective. So the operating system is built around these eight essential questions.If every executive team can align on these—not with certainty, but with clarity—then they can gain a clear understanding of what they're doing, where they're going, who their ICP is, what bets they're making, and which motions to pursue. I've done this over a thousand times with executive teams, helping them build their entire go-to-market strategy on a single slide. And it's like a lightbulb moment for them: “Okay, now I know what bets we're making and how my team is aligned.” It's a beautiful thing.Kerry Curran, RBMA (04:50.988)Yeah, because that's one of the hardest challenges across business strategy and growth: where to invest, where to lean in. So bring us through the questions and framework.Sangram Vajre (05:01.688)Yeah. So the first one is “Where can you grow the most?” The second one is really about what we call the Market Investment Map. I'll give you maybe three or four so people can get an idea. The Market Investment Map is especially useful for companies with more than one product or more than one segment. This is the least used but most valuable framework companies should be using.You might remember from the Inbound talk—I used HubSpot as an example since I was speaking at Inbound. It's interesting because at my last company, Terminus, we acquired five companies in eight years. So we had to learn this process. The Market Investment Map is about matching your best segments to the best products to create the highest-margin offering.If your entire business focuses only on pipeline and revenue—which sounds right—you're actually focused on the wrong things. You may have seen people post on LinkedIn saying, “I generated $10 million in pipeline,” and then a month later, they're laid off. Why? Because that pipeline didn't matter. It might have been general pipeline, but if you looked at pipeline within your ICP—the customers your company really needs to close, retain, and expand—it might have only been half a million. That's not enough to sustain growth or justify your role.So, understanding the business is critical. It's not just about understanding marketing skills like demand gen, content, or design. Those are table stakes. You need to understand the business of marketing—how the financials work, how to drive revenue, and how to say, “Yeah, we generated $10 million in pipeline, but only half a million was within ICP, so it won't convert or drive the margin we need.” That level of EQ and IQ is what leaders need today.Our go-to-market operating system goes deep into areas like this.Kerry Curran, RBMA (07:31.022)And I love the alignment with the ICP. I'm sure you'll get deeper into that. I also know you talk about getting rid of MQLs because the real focus should be on getting closer to the ICP—on who's actually going to drive revenue.Sangram Vajre (07:45.892)Yeah. John Miller, a good friend who co-founded Marketo, has been writing about this too. I was the CMO of Pardot. Then we both built ABM companies—I built Terminus; he built Engagio, which is now part of Demandbase. We've been evangelizing the idea of efficient marketing machines for the last two decades.We're coming full circle now. That approach made sense in the “growth at all costs” era. But in this “efficient growth” era, everything can be measured. The dark funnel is real. AI can now accelerate your team's output and throughput. So we have to go back to first principles—what do your customers really want?I was in a discussion yesterday with executives and middle managers, and the topic of AI came up. Some were worried it would take their jobs. And I said, “Yes, it absolutely will—and it should.” I gave the example I wrote about recently: imagine you were the best horseman, with saddles, barns, and a generational business built around horses. Then Henry Ford comes along with four wheels. You just lost your job—not because you were bad, but because you got infatuated with the horse, not with your customer's need to get from point A to point B.Horses did that—it was better than walking. But then came cars, trains, airplanes. Business evolves. If you focus on your customers' needs—better, faster, cheaper—you'll always be excited about innovation rather than afraid of it. So yes, AI will replace anyone who stays on their horse. If you're riding the demand gen horse or relying only on content creation, a lot is going to change. Get off the horse, refocus on customer needs, and figure out how to move your business forward.Kerry Curran, RBMA (10:21.708)Yeah. So talk a bit about honing in on the ICP. I know in one of the sessions you asked, “Who's your target audience?” And of course, there was one guy in the front row who said, “Everyone,” and we all laughed. But I still hear that all the time. Talk about how important it is, to your point, to know your customer and get obsessed with what they need.Sangram Vajre (10:45.56)Yeah. So the first pillar of the go-to-market operating system is called TRM, or Total Relevant Market. We introduced that in the book MOVE for the first time. It's a departure from TAM—Total Addressable Market—which is what that guy in the front row was referring to during that session. It was epic, and I think he was a sales leader, so it was even funnier in a room full of marketers.But it's true—and real. He was being honest, and I appreciated that. The reality is, we've all been conditioned to focus on more and more—bigger and bigger markets. That makes sense if you have unlimited funds and can raise money. It makes sense if the market is huge and you're just trying to get in and have more people doing outbound.As a matter of fact, a few weeks ago, we did a session where someone said something profound that I'll never forget. He said, “The whole SDR function is a feature bug in the VC model.” That was fascinating—because the whole SDR model was built to get as many leads as possible, assign 22-year-olds to make cold calls, and push them to AEs.We built this because it worked on a spreadsheet. If we generate 1,000 leads, we need 50 callers to convert them. It's math. But nobody really tried to improve it because we had the money. Now we're in a different world. We have clients doing $10–15 million in revenue with five-person teams automating so much.People don't read as many automated emails. My phone filters out robocalls, so I never pick up unless it's someone I know. Non-personalized emails go into a folder I never open. Yet people keep sending thousands of them, thinking it works.For example, I send our GTM Monday newsletter via Substack. It's free for readers, and it's free for me to send—even to 175,000 people. Meanwhile, marketers spend thousands every time they email their list using legacy tools. Why? Because these people haven't opted in to be part of the journey the way Substack subscribers have.The market has changed. Buying big marketing automation tools for $100,000 is going to change drastically. Fractional leaders and agencies will thrive because what CEOs really need is people like you—and frameworks like a go-to-market operating system—to guide them. You and I have the gray hair and battle scars to prove it. What matters now is using a modern framework, implementing it, and measuring outcomes differently.Kerry Curran, RBMA (14:08.11)Yeah, you bring up such a valid point. In so many of my conversations, I see the same thing. It's been a sales-led growth strategy for years. Investments went to sales—more BDRs, more cold emails, more tech stack partners.Even as I was starting my consultancy, I'd talk to partners or prospects who'd say, “Well, we just hired more salespeople. We want to see how that goes.” But to your point, without the foundational framework—without targeting the right audience—you're just spinning your wheels on volume.Sangram Vajre (15:06.318)Exactly. One area we emphasize in our go-to-market operating system is differentiation. Everyone's doing the same thing. Let me give you an example. Last week, I looked at a startup's email tool that reads your emails and drafts responses automatically. Super interesting. I use Superhuman for email.Two days later, Superhuman sent an email saying they'd launched the exact same feature. So this startup spent time and money building a feature, and Superhuman—already with a huge user base—replicated and launched it instantly. That startup is out of business.With AI, product development is lightning fast. So product is no longer your differentiator. Your differentiation now is how you tell your story, how quickly you grab attention, how well you build and maintain a community. That becomes your moat. Those first principles matter more than ever. Product is just table stakes now.Kerry Curran, RBMA (16:33.878)Right. And connecting that to your marketing strategy, your communication, your messaging—it also sets up your sales team to close faster. By the time a prospect talks to a rep, your marketing has already educated them on your differentiation. So talk more about the stages and what companies need to keep in mind when applying your go-to-market framework.Sangram Vajre (17:07.482)One of the things we mention in the book—and go really deep into in our operating system—is this 3P format: Problem-Market Fit, Product-Market Fit, and Platform-Market Fit. We believe these are the three core stages of a business. I experienced them firsthand at Pardot, Salesforce, and Terminus through multiple acquisitions.If you remember, I always talk about the “squiggly line,” because no company grows up and to the right in a straight line. If you look at daily, weekly, or monthly insights, there are dips—just like a stock market chart. So the squiggly line shows you can go from Problem to Product, but you'll experience a dip. That's normal and natural. Same thing when you go from Product to Platform—you hit a dip. Those dips are what we call the “valleys of death.”Some companies overcome those valleys and cross the chasm, and others don't. Why? Because at those points, they discover they can market and sell, but they can't deliver. Or maybe they can deliver, but they can't renew. Or maybe they can renew but not expand. Each gap becomes a value to fix in the system.And it's hard. I've gone from $5 million to $10 million to $15 million, all the way to $100 million in revenue—and every 5 to 10 million increment brings a new set of challenges. You think you've got it figured out, and then you don't—because everything else has to change with scale.I'll never forget one company I was on the board of—unfortunately, it didn't make it. The CEO was upset because they were doing $20 million in revenue but didn't get the valuation they wanted. Meanwhile, a competitor doing only $5 million in revenue in the same space got a $500 million valuation. Why? Because the $20M company was doing tons of customization—still stuck in Problem-Market Fit. The $5M company had reached Product-Market Fit and was far more efficient. Their operational costs were lower, and their NRR was over 120%.If you've read some of my research, you know I'm all in on NRR—Net Revenue Retention—as the #1 metric. If you get NRR above 120%, you'll double your revenue in 3.8 years without adding a single new customer. That's what executives should focus on.That's why we say the CEO owns go-to-market. All our research shows that if the CEO doesn't own it, you'll have a really hard time scaling.Kerry Curran, RBMA (20:23.992)That makes so much sense, because everything you're talking about—while it includes marketing functions—is really business strategy. It needs to be driven top-down. It has to be the North Star the whole company is paddling toward.I've been in organizations where that's not the case. And as you said, leadership has to have the knowledge and strategic awareness to navigate those pivots—those valleys of death. So talk about how hard it is to bring new frameworks into an organization and the change management that comes with that. As you evangelize the idea that the CEO owns GTM, what's resonating most with them?Sangram Vajre (21:26.456)Great question. First of all, CEOs who get it—they love it. The people who struggle most are actually CMOs and CROs because they feel like they should be the ones owning go-to-market. And while their input is critical, they can't own it entirely.In all our advisory work, Kerry, we mandate two things:The CEO must be in the room. We won't do an engagement without that. The executive team must be involved. We don't do one-on-one coaching—because transformation happens in teams.People often get it wrong. They think, “We need better ICP targeting, so that's marketing's job.” Or, “We need pipeline acceleration—let sales figure that out.” Or, “We have a retention issue—fire the CS team.” No. The problem isn't a department issue—it's a process and team issue.The CEO is the most incentivized person to bring clarity, alignment, and trust—the three pillars of our GTM operating system. They're the ones sitting in all the one-on-one meetings, burning out from the lack of alignment. The challenge is most CEOs don't know what it means to own GTM. It feels overwhelming.So we help them reframe that. Owning doesn't mean running GTM. It means orchestrating clarity, alignment, and trust. Every meeting they lead should advance one of those. That's the job. When the ICP is agreed upon, marketing should be excited to generate leads for it. Sales should be eager to follow up. CS should be relieved they're not getting misaligned customers. That's leadership. And there's no one more suited—or incentivized—to lead that than the CEO.Kerry Curran, RBMA (24:08.11)Absolutely. And the CFO plays a key role too—holding the purse strings, understanding where the investments should go.Sangram Vajre (24:20.622)Yes. In fact, in the book and in our research, we emphasize the importance of RevOps—especially once a company reaches Product-Market Fit and moves toward Platform-Market Fit.If you're operating across multiple products, segments, geographies, or using multiple GTM motions, the RevOps leader—who often reports to the CFO or CEO—becomes critical. I'd say they're the second most important person in the company from a strategy standpoint.Why? Because they're the only ones who can look at the whole picture and say, “We don't need to spend more on marketing; we need to fix the sales process.” A marketing leader won't say that. A sales leader won't say that. You need someone who can objectively assess where the real bottleneck is.Kerry Curran, RBMA (25:17.836)Yeah, that definitely makes so much sense. Are there other areas—maybe below the executive team—that help educate the company from a change management perspective to gain buy-in? Or is it really a company-wide change?Sangram Vajre (25:33.742)Yeah, you mentioned ABM earlier. Having written a few books on ABM and building Terminus, we've seen thousands of companies go through transformation. We now have over 70,000 students who've gone through our courses. I love getting feedback.What's interesting is that ABM has been great for aligning sales and marketing—but it hasn't transformed the company. Go-to-market is not a marketing or sales strategy. It's a business strategy. It has to bring in CS, product, finance—everyone.Where companies often fail is by looking at go-to-market too narrowly—like it's just a product launch or a sales campaign. That's way too myopic. Those companies burn a lot of cash.At the layer below the executive team, it gets harder because GTM is fundamentally a leadership-driven initiative. An SDR, AE, or director of marketing typically doesn't have the incentive—or business context—to drive GTM change. But they should get familiar with it.That's why we created the GTM Operating System certification. Hundreds of professionals have gone through it—including you! And now people are bringing those frameworks into leadership meetings.They'll say, “Hey, let's pull up the 15 GTM problems and see where we're stuck.” Or, “Let's revisit the 3 Ps—where are we today?” Or use one of the assessments. It's pretty cool to see it in action.Kerry Curran, RBMA (27:35.758)Yeah, and it's extremely valuable. I love that it's a tool that helps drive company-wide buy-in and educates the people responsible for the actions. So you've shared so many great frameworks and recommendations. For those listening, what's the first step to get started? What would you recommend to someone who's thinking, “Okay, I love all of this—I need to start shifting my organization”?Sangram Vajre (28:09.082)First, you have to really understand the definition of go-to-market. It's a transformational process—not a one-and-done. It's not something you define at an offsite and then forget. It's not owned by pirates. It's iterative. It happens every day.Second, the CEO has to be fully bought in. If they don't own it, GTM will run them. If you're a CEO and you feel overwhelmed, that's usually why—you're running go-to-market, not owning it.Third, business transformation happens in teams. If you try to build a GTM strategy in a silo—as a marketer, for example—it will fail. The best strategies never see the light of day because the team isn't behind them. In GTM, alignment matters more than being right.Kerry Curran, RBMA (29:27.982)Excellent. I love this so much. Thank you! How can people find you and learn more about the GTM Partners certification and your book?Sangram Vajre (29:37.476)You can go to gtmpartners.com to get the certification. Thousands of people are going through it, and we're constantly adding new content. We're about to launch Go-To-Market University to add even more courses.We also created the MOVE Book Companion, because we're actually selling more books now than when it first came out three years ago—which is crazy!Then there's GTM Monday, our research newsletter that 175,000 people read every week. Our goal is to keep building new frameworks and sharing what's possible. Things are changing so fast—AI, GTM tech, everything. But first principles still apply. That's why frameworks matter more than ever.You can't just ask ChatGPT to “give me a go-to-market strategy” and expect it to work. It might give you something beautifully written, but it won't help you make money. You need frameworks, team alignment, and process discipline.And I post about this every day on LinkedIn—so follow me there too!Kerry Curran, RBMA (30:54.988)Excellent. Well, thank you so much. This has been a great conversation, and I highly recommend the book and the certification to everyone. We'll include all the links in the show notes.Thank you, Sangram, for joining us today!Sangram Vajre (31:09.284)Kerry, you're a fantastic host. Thank you for having me.Kerry Curran, RBMA (31:11.854)Thank you very much.Thanks for tuning in to Revenue Boost: A Marketing Podcast. I hope today's conversation sparked some new ideas and challenged the way you think about how your organization approaches go-to-market and revenue growth strategy. If you're serious about turning marketing into a true revenue driver, this is just the beginning. We've got more insightful conversations, expert guests, and actionable strategies coming your way—so search for us in your favorite podcast directory and hit subscribe.And hey, if this episode brought you value, please share it with a colleague or leave a quick review. It helps more revenue-minded leaders like you find our show. Until next time, I'm Kerry Curran—helping you connect marketing to growth, one episode at a time. See you soon.

This week:Breaking news on the new Eng captain!NRR drama at the World Cup QualifierWinners & losers from the Eng A tourThe season has started & we're backing Surrey & The BlazeICC belatedly offer support to Afghanistan's women

In this post-preview, "why not preview this gig once again" preview episode of Bits and Pieces, host Tareque Laskar and CSK apologist, Max delve into the ongoing IPL season, discussing team performances, standout players, and the dynamics of the matches. Their conversation highlights the unpredictability of the IPL which seems to suggest that a coin toss would be much more exciting. The IPL season has started with unexpected results.RCB's strong start is surprising to many.Sunrisers Hyderabad's performance reflects their past struggles.Mumbai Indians are known for their slow starts but often recover.Rajasthan Royals lack a solid bowling strategy this season.Impact substitutes are changing the dynamics of games.Punjab Kings are under new leadership and face challenges.Gujarat Titans remain an enigmatic team with unpredictable performances.Standout performances are emerging from unexpected players.The fact that RCB is leading with a NRR of 2.2 just goes to show that this is all totally pot luck... Follow us:Bits and Pieces on Twitter: https://x.com/bnp_cricket

This week's guest was a New Orleans kid whose life changed overnight when Hurricane Katrina struck. After being separated from his Mother/Brother for 2 months, he reunited with them as they began their new life in Houston. He took a first job at Church's Chicken at 14 to help pay the bills, then later held other roles leading up to studying Mass Communications/Media Studies at Stephen F. Austin. Now, he is on the GTM team at Lumopath, the AI coach that increases NRR and efficiency. This week's guest is the Heart of Houston Texas, Mr. Jamal Hamilton. In this week's episode, we discussed:Jamal's Hurricane Katrina survival story and getting his first job at 14How an accidental sales call led to his career-changing tech opportunityHis cold calling philosophy: conversations over bookingsWorking across different startup stages and his AI work at Luma PathMental health importance in high-stress sales careersPlease enjoy this week's episode with Jamal Hamilton.____________________________________________________________________________I am now in the early stages of writing my first book! In this book, I will be telling my story of getting into sales and the lessons I have learned so far, and intertwine stories, tips, and advice from the Top Sales Professionals In The World! As a first time author, I want to share these interviews with you all, and take you on this book writing journey with me!Like the show? Subscribe to the email: https://mailchi.mp/a71e58dacffb/welcome-to-the-20-podcast-communityI want your feedback!Reach out to 20percentpodcastquestions@gmail.com, or find me on LinkedIn.If you know anyone who would benefit from this show, share it along! If you know of anyone who would be great to interview, please drop me a line!Enjoy the show!

#updateai #customersuccess #saas #businessRimple Patel, Chief Customer Officer at Eightfold.ai, joins host Josh Schachter, Co-Founder & CEO of UpdateAI, as she walks us through her strategic approach to leadership, including evaluating teams, aligning missions, and fostering a customer-first culture. Josh and Rimple also explore the role of AI in scaling business processes, covering innovations like agentic AI and AI recruiters while emphasizing the irreplaceable human element in the workplace. Finally, Rimple shares her insights on driving GRR and NRR growth at Eightfold and her strategy for scaling the company.Timestamps00:00 - Preview & Intros01:35- Overview of Eightfold.ai04:30 - AI in Talent Management08:00 - Rimple's Journey, Career Path & Industry Experience17:43 - Challenges & Insights from Her Role as CCO 20:03 - Evaluating Leadership, Talent, and Cultural Shifts 21:05 - Building a Customer-First Value System 22:09 - Team Principles & Leadership Accountability28:50 - Customer Segmentation & Health Assessment Strategies 31:13 - Revamping Customer Health Assessment33:05 - Yearly Growth Strategy: Stabilize, Scale, Soar___________________________

SaaStr 790: AI at Scale: 8 Learnings from monday.com Co-Founder and Co-Ceo Eran Zinman and SaaStr CEO and Founder Jason Lemkin Join us for an inspiring conversation with monday.com co-CEO and Co-Founder Eran Zinman and SaaStr CEO and Founder Jason Lemkin. From humble beginnings at $10 million ARR in 2017 to smashing the $1 billion ARR mark in just eight years, Eran shares their journey, challenges, and strategies that have fueled their remarkable growth. Discover the importance of customer diversity, maintaining NRR and GRR levels, leveraging AI for business efficiencies, and the impact of adopting a multi-product approach. Learn how monday.com effectively manages SMB, mid-market, and enterprise customers, and gain valuable insights into the future of AI in SaaS solutions. Perfect for SaaS founders and tech enthusiasts looking for proven strategies to scale their businesses.   ----------------------   Alright everybody in SaaS, this is it.  The biggest, best, most action-packed SaaS + AI event of the year—SaaStr Annual 2025—is coming this May. Three full days. 10,000+ SaaS and AI leaders and more tactical, no-fluff content than you'll find anywhere else.   If you want to scale faster—$10M, $50M, $100M ARR and beyond—you need the right playbooks, the right connections and the right people in your corner. And SaaStr Annual is where it all happens. We'll have 100's of Legendary speakers from companies like Snowflake, HubSpot, OpenAI, Canva, and more. More networking than you can handle—meet your next investor, co-founder, or biggest deal.  A New AI Demo & Pitch Stage— with your chance to win up to $5M in funding!  So don't wait—grab your tickets now at SaaStrAnnual.com with my code jason100 to save $100 on tickets before prices go up. That's jason 100 at saastrannual.com   See you in May!    --------------------------------------------------------------------------------------------   Do you know what would make your customer service helpdesk dramatically better? Dumping it and switching to Intercom.  But, youʼre not quite ready to make that change. We get it!   Thatʼs why Fin, the worldʼs leading AI customer service agent, is now available on every helpdesk.   Fin can instantly resolve up to 80% of your tickets,  Which makes your customers happier. And you can get off the customer service rep hiring treadmill.   Fin by Intercom. Named the #1 AI Agent in G2ʼs Winter Report.      Learn more at : inter.com/saastr   --------------------------------------------------------------------------------------------

What if poor financial management was the biggest risk to your SaaS business—not your competitors or even AI? In this episode of SaaS Fuel, host Jeff Mains sits down with Dan DeGolier, founder of Ascent CFO Solutions, to dive deep into the financial strategies that separate thriving SaaS companies from those constantly struggling with cash flow, compliance, and scalability.If you're a SaaS founder, CFO, or executive looking to improve financial efficiency, cash flow visibility, and revenue recognition, this episode is packed with actionable insights you don't want to miss!Key Takeaways00:00 – Introduction: The biggest financial risks SaaS founders face02:45 – Why cash flow management can make or break your business06:20 – Revenue recognition: What SaaS founders need to know10:30 – When to hire a fractional CFO vs. a full-time CFO15:00 – Building financial systems right the first time20:20 – The biggest financial mistakes SaaS companies make25:40 – Metrics that matter: MRR, ARR, CAC, and more30:15 – Capital-efficient growth: Why it's replacing “growth at all costs”35:50 – Preparing for fundraising, M&A, or an exit40:00 – Financial forecasting & risk management45:20 – Next steps: How to optimize your SaaS financial strategy todayTweetable Quotes

SaaStr 787: 10 Ways Sales is Different in Vertical SaaS with Mangomint's VP of Sales Marchelle Mooney While some might dismiss sector-specific vertical SaaS software as ‘too small' or ‘too niche', companies like Veeva ($40B), Clio ($3B), Toast ($1.3B), and Slice ($1B) have proven there's massive value in going deep rather than broad. Mangomint has quietly built an impressive vertical SaaS business in the spa and salon space, growing 100% year-over-year to approach $20M ARR with 110% NRR. So we asked Mangomint's VP of Sales Marchelle Mooney to share 10 ways sales is different in vertical SaaS. Marchelle's personal journey took her from early adopter of Mangomint, to 6 years later, VP of Sales over a 25+ person SMB sales team. Here's some of what she's learned along the way. -------------------------------------------------------------------------------------------- SaaStr hosts the largest SaaS community events on the planet. Hey everybody - thanks to the 10,000 of you who came out to SaaStr Annual. We had a blast and big news -- we'll be back in MAY of 2025. That's right, the SaaStr Annual will be a bit earlier next year, May 13-15 2025. We'll still be back in the same venue, in the SF bay area at the 40+ acre sprawling san mateo county events center. Grab your tickets at saastrannual.com with code JASON50 for an extra discount on our very best pricing. --------------------------------------------------------------------------------------------   

#updateai #customersuccess #saas #business Kristi Faltorusso (CCO, Client Success) and Josh Schachter (Founder & CEO, UpdateAI) are joined by an insightful guest, Ozge Ozcan, Chief Customer Officer at Forter, to dive into the intricacies of customer experience optimization in the evolving world of e-commerce. Ozge shares her wealth of knowledge on navigating the delicate balance between growth and retention, highlighting the company's transition toward a strategy centered on expansion and profitability. Timestamps: 0:00 - Preview, BS, & Intros 2:00 - Forter's services and impact 7:35 - Ozge's role in hiring and facilitating career transitions 12:51 - The downside of focusing solely on churn 17:25 - Cross-segment strategies and mindset shifts 20:15 - Establishing and managing a churn budget 28:30 - Tackling the "happy ears" problem 35:43 - Prioritizing customer signals 38:40 - Planning for the new year and beyond ___________________________

SaaStr 777: The Rise of Vertical SaaS: Achieving 110% NRR from SMBs with Mangomint's CEO Join SaaStr CEO and Founder, Jason Lemkin, and CEO of Mangomint, Daniel Lang, as they dive into the booming world of vertical SaaS. Discover why software tailored for niche industries like salons and spas is gaining traction. Daniel shares insights on the evolution of salon software, the impact of embedded financial services, and the challenges and strategies around customer onboarding and retention. Learn about Mangomint's impressive growth and the importance of automation and AI in small business operations. This episode is packed with valuable takeaways for SaaS enthusiasts and entrepreneurs. -------------------------------------------------------------------------------------------- SaaStr hosts the largest SaaS community events on the planet. Hey everybody - thanks to the 10,000 of you who came out to SaaStr Annual. We had a blast and big news -- we'll be back in MAY of 2025. That's right, the SaaStr Annual will be a bit earlier next year, May 13-15 2025. We'll still be back in the same venue, in the SF bay area at the 40+ acre sprawling san mateo county events center. Grab your tickets at saastrannual.com with code NOVEMBER20 for an extra discount on our very best pricing. --------------------------------------------------------------------------------------------  This episode is sponsored by: mmhmm.app Build client relationships faster with mmhmm, the app that helps you impress prospects in every meeting. Create and send recordings that help them get to know you. Try it free on Mac and Windows at mmhmm.app. That's M-M-H-M-M dot app --------------------------------------------------------------------------------------------

Suge Whyte returns to NRR to talk about Wildkat Wrestling Revolution Rumble and his Wrestling future. Special Guest the Filterless Phenom Jared joins us to make sense of it all. Also tonight: Adopt an Exotic Pet WW3 Update Animal's Retaliate Nola Mass Shootings? and more ... live channel {Every Sunday Night ∙ 8-10P CT} https://nrr.mixlr.com/ all past shows available at Spotify: https://tinyurl.com/4bwkzfw7 Apple Podcasts​: https://goo.gl/SvRBJB SoundCloud​: https://soundcloud.com/not-real-radio Or Your Podcast App Store: https://www.zazzle.com/store/not_real_store

In this episode of RevOps Champions, Brendon Dennewill engage with Sangram Vajre for an insightful discussion on critical aspects of Revenue Operations (RevOps). The conversation delves into the common challenges companies face in selling and renewals, emphasizing issues like customer retention and the need for expanding into additional personas or product lines. Sangram highlights the importance of having business coaches and frameworks, such as the Entrepreneurial Operating System (EOS), to guide leadership teams through these challenges, ensuring organizational alignment and clarity.The discussion also brings to light the significant role that external advisors and frameworks play in providing the necessary strategic clarity and growth for businesses. Sangram stresses the impact of AI in enhancing business processes, noting that while AI won't replace jobs, those who effectively utilize AI will have a competitive advantage. He underscores the necessity of clean and organized data for effectively leveraging AI tools. The episode further covers customer retention strategies, the importance of managing change within organizations, and the evolving landscape of go-to-market strategies, including HubSpot's expansion and competition with larger players like Salesforce.Towards the end, Sangram and the hosts explore the Go-to-Market Operating System, which comprises various components like RevOps, and its critical role in organizational alignment and growth. They discuss the CEO's ownership of go-to-market decisions and why some companies scale better than others, introducing concepts like the "Five Valleys of Death." The episode concludes with a reflection on the importance of integrating brand and demand, improving pipeline velocity, and ensuring customer time to value and expansion—all essential for maintaining a healthy net revenue retention (NRR). This episode offers B2B leaders invaluable perspectives and actionable strategies to navigate the complexities of the modern business environment effectively.Find more at revopschampions.com

In this episode, we're joined by Annie Sloan of The Host Co. on all things guest experience, upsells, NRR (non rental-revenue), expansion, going from a host to a pro host and a lot more.Enjoy!⭐️ Links & Show NotesAdam NorkoScott FasanoConrad O'ConnellAnnie SloanThe Host Co.

Women's T20 World Cup, Day 10 - New Zealand/Sri Lanka, South Africa/Bangladesh: Amelia Kerr and Georgia Plimmer saw off Sri Lanka's total with ease but not quite convincingly enough to move into outright 2nd place in the group on NRR. The White Ferns will be banking on a favour from their Trans-Tasman cousins over India to help ease their path into the semi-finals. In the second game in Dubai, South Africa held a battling Bangladesh at arm's length and will now face a nervous wait for other group results to determine if they'll qualify for the semis. Pick up the conversation with Cam Ponsonby and Daniel Norcross Go Ambassador cruising with Goochy, Aggers, Blowers and Alex Tudor from December 12-19! Pick up 10% off with finalword10 at checkout here - www.ambassadorcruiseline.com Support the show with a Nerd Pledge at patreon.com/thefinalword Get your Nord VPN discount - nordvpn.com/tfw Find all our links at linktr.ee/thefinalword - including our Australia Live Show tickets! Find previous episodes at finalwordcricket.com Title track by Urthboy Learn more about your ad choices. Visit podcastchoices.com/adchoices

In today's expert episode, we sat down with Jacco van der Kooij, the visionary founder of Winning by Design, to navigate the dynamic waters of SaaS growth. Join us as Jacco sheds light on predicting market uncertainties, unveiling the power of crafting personalized growth formulas rather than generic company predictions. We'll dive into the success unlocked by teaching clients these growth formulas, fostering a profound understanding of numbers to achieve scalable business success. Explore the intriguing concept of a "growth formula" as a mathematical depiction of the GTM motion, crucial for revenue-driven growth. Our conversation will take you through the important allocation of marketing budgets and the imperative of aligning sales and marketing teams for stellar conversions. We'll also touch on fascinating industry insights like SDRs reporting to marketing and the impact of sales and marketing alignment on your revenue trajectory. Buckle up for this insightful journey as we pave the path to seamless SaaS scaling and effective market strategies, ensuring your company's growth is rooted in structural and data-driven methodologies. Let's dive in!Key Takeaways00:00 Regular, collaborative communication between sales and marketing.08:36 Challenges: leadership, technology focus, maintaining growth.14:26 NRR decline is challenging SaaS companies significantly.16:22 Headwinds affect companies with unsustainable growth strategies.24:30 Know your data; prioritize sustainable revenue growth.26:44 Investing in unproductive ventures while neglecting profits.34:58 Focus on input, then optimize throughput post-$10M.39:17 Dominate market with powerful business growth strategies.44:06 Model uses acronyms to structure and analyze.49:00 Adopt processes early; treat business like factory.57:33 Prioritize process improvement before applying AI.59:24 AI will reduce salesforce by 60%.01:06:16 Data complements experience for informed decision-making.Tweetable QuotesThe Key to Successful Scaling: "You gotta reach that $10,000,000 which often is a marquee point of a significant amount of funding. Right? You gotta reach that with something that works." — Jacco van der Kooij 00:32:27 Scaling Success: "Can I improve some of these process actions with automation tools, AI or can I make something better?" — Jacco van der Kooij 00:35:33 Tech Talk Simplified: "Through that concept, you can actually build and design and, very much run analysis and mimic companies' behaviors moving forward." — Jacco van der Kooij 00:44:40 Transforming Marketing Strategies: "Folks, you may be in marketing, but if you don't understand that you gotta push some of your marketing dollars to customer marketing, this entire machine won't work." — Jacco van der Kooij 00:47:07Process First, AI Second: "If you don't fix your processes in your company, you're gonna apply AI. What you're gonna get, you're gonna get sending out more spam email written by AI." — Jacco van der Kooij 00:57:48 SaaS Leadership...

On the podcast: Our guest today is Eric Crowley, a tech investment banker with GP Bullhound where he provides transaction advice and capital to top companies in the Consumer Subscription Software space.In this episode, we talk with Eric about the rebound of consumer subscription valuations and investor interest, how to generate Net Revenue Retention in consumer, and why you should pinpoint where your app sits on Maslow's Hierarchy of Needs.Key Takeaways:

In this episode of Topline, Sam, AJ, and Asad delve into the concept of GTM Efficiency, a metric introduced by David Spitz that measures the cost of generating NRR. They discuss the implications of this metric for tech companies, including its potential as a leading indicator of future performance. The discussion also touches on whether there's a need for a “Chief Go-To-Market Officer,” debating if another executive role dedicated to GTM strategy is necessary. Want more Topline? Join the Topline Slack channel to engage with hosts, guests, and other listeners and subscribe to Topline Newsletter. Join us October 14 - 16 in Austin, TX for GTM2024 - the #1 conference for go-to-market executives. Use the code TOPLINE for 15% of your ticket. Further reading How GTM Efficiency Affects IPO Readiness It's Time for a Chief Go-To-Market Officer

In this episode of Topline, Sam, AJ, and Asad delve into the concept of GTM Efficiency, a metric introduced by David Spitz that measures the cost of generating NRR. They discuss the implications of this metric for tech companies, including its potential as a leading indicator of future performance. The discussion also touches on whether there's a need for a “Chief Go-To-Market Officer,” debating if another executive role dedicated to GTM strategy is necessary. Want more Topline? Join the Topline Slack channel to engage with hosts, guests, and other listeners and subscribe to Topline Newsletter. Secure your ticket to GTM2024 in Austin, TX (October 14 - 16), and don't forget to use the code TOPLINE for 15% of your ticket.

In this episode, Colion Noir sits down with Shermichael Singleton and John Keys, the dynamic duo behind Guns Out TV, to discuss the evolution of gun culture in America, especially with social media.They dive into the challenges of changing public perceptions about firearms and the importance of responsible gun ownership in diverse communities.With social media being so impactful yet so resistant to guns, they go through the question of whether social media is helping or hurting gun ownership, gun culture, and the Second Amendment. Don't miss this podcast episode! Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

In this explosive episode of the Colion Noir Podcast, Colion Noir takes on fierce anti-gun proponents from a New Yorker and a Brit who argue that guns & the Second Amendment are the problem in America when it comes to violence with a gun.This debate pulls no punches, as Chrystal Saint-Clair from London dives straight into how, globally, the U.S. is painted as a war zone simply because of the Second Amendment.She even debates if tourists should come and get a gun first, and Colion Noir's answer shocks them!Being from London, she debates that while knives are a threat, they substantially pose a lesser risk than guns when it comes to fatalities because you can outrun a knife, but you can't outrun a bullet.They also debate that guns have a much higher risk of unintentionally killing other people who aren't the intended target of the violence.Beverly from New York teams up with the Brit to debate Colion that there is no reason for needing guns outside your home, and actually, what's wrong with banning ALL guns?  They also have a heated debate about how Countries are doing perfectly fine without guns.They are shocked to find out that proponents of the Second Amendment actually think they can take on a modern government.Tune in to hear Colion expose the flaws in anti-gun logic and stand up for the freedoms that make America unique.This episode is a must-listen for anyone who values their right to bear arms and wants to hear a real discussion with opposing sides if Guns are the problem in America.Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

Send us a Text Message.In this insightful episode of the Customer Success Playbook Podcast, hosts Roman Trebon and Kevin Metzger engage in a dynamic conversation with Jarvis Harris, Global Head of Customer Success and Renewals at Xactly. The discussion revolves around creating an effective segmentation plan for first value delivery, emphasizing the importance of early value realization in the customer journey and its impact on long-term success.Detailed AnalysisThe Importance of First Value DeliveryJarvis Harris emphasizes the critical nature of delivering first value early in the customer journey. He explains that in the SaaS world, where customers don't incur as much technical debt, demonstrating value quickly is essential for ensuring renewals, maintaining high retention rates, and driving growth revenue retention (GRR) and net revenue retention (NRR).The 30-60-90 Day Segmentation PlanHarris introduces a strategic 30-60-90 day segmentation plan for onboarding, tailored to different product types and market segments. He stresses the importance of understanding the product type, market, and customer base when developing this plan. The approach varies for self-service products, niche market products, and enterprise solutions.The Three D's of Success: Driver, Dreamer, DoerA key concept introduced is the "Three D's of Success": Driver, Dreamer, and Doer. Harris explains how identifying these roles within a customer organization is crucial for effective onboarding and value delivery. Each role has different stakes and requires a tailored approach during the onboarding process.Preventing Scope CreepTo prevent scope creep during longer onboarding cycles, Harris advises maintaining clear communication, adhering to defined goals, and having the confidence to say "no" when necessary. He emphasizes the importance of the Customer Success Manager (CSM) acting as a trusted advisor and maintaining the original definition of success.Communication and Milestone SettingConstant communication and setting interim milestones are highlighted as crucial elements in maintaining customer confidence during extended onboarding processes. Harris stresses the importance of success plans as guiding documents and the need for CSMs to have visibility into the work of professional services or partner teams.Product-Driven Onboarding StrategiesFor product-driven onboarding, especially in lower-priced, self-service scenarios, Harris recommends leveraging in-app tools like WalkMe or Pendo, community-based tools like Higher Logic Vanilla, and customer success platforms tailored to the specific needs of the product and market.Understanding Your Market and ProductHarris emphasizes the critical importance of understanding your market, product, and ideal customer profile when implementing a segmentation strategy. This understanding should inform the entire customer success approach, from staffing models to technology choices.Please Like, Comment, Share and Subscribe. You can also find the CS Playbook Podcast:YouTube - @CustomerSuccessPlaybookPodcastTwitter - @CS_PlaybookYou can find Kevin at:Metzgerbusiness.com - Kevin's person web siteKevin Metzger on Linked In.You can find Roman at:Roman Trebon on Linked In.

In this episode, Colion Noir sits down with Michelle Viscusi, a competitive shooter and former Army National Guard member. Michelle shares her journey from enlisting in the military to becoming a top competitor in the world of professional shooting sports. They discuss her experiences on the range, the challenges of balancing a public persona with personal life, and the importance of advocating for the Second Amendment. Join Colion and Michelle for an insightful conversation that dives deep into the world of firearms, competition, and the passion that drives it all.Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

Javier Garcia is the co-owner of HTX Tactical, a firearms and tactical gear store based in Houston, Texas. HTX Tactical, founded in 2015, specializes in custom firearms, particularly AR-15s and Glock handguns. Javier Garcia has gained attention for creating unique, themed firearms, such as the Whataburger-themed AR pistol, which garnered significant media coverage. He is known for his innovative approach to custom firearm designs and has also worked on other notable projects, including custom firearms for celebrities and themed weapons for enthusiasts.Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

SaaStr 756: From Challenges and Churn to Triumph - How to Deliver Exceptional Customer Support at Scale with Monday.com's VP of Customer Experience In this episode of the Official SaaStr Podcast, Natalie Margolin, VP of Customer Experience at monday.com, shares her journey and strategies for enhancing customer experience in a rapidly growing company. From tackling challenges of scale, implementing AI and chatbots, to ensuring customer satisfaction and building an expert support team, Natalie explains the transformative steps and guiding principles that have positioned monday.com as an industry leader in customer experience. -------------------------------------------------------------------------------------------- SaaStr hosts the largest SaaS community events on the planet. Join us in 2024 at: SaaStr Annual: Sept. 10-12 in the SF Bay Area. Join 12,500 SaaS professionals, CEOs, revenue leaders and investors for the world's LARGEST SaaS community event of the year. Podcast listeners can grab a discount on tickets here: https://www.saastrannual2024.com/buy-tickets?promo=fave20 --------------------------------------------------------------------------------------------  This episode is sponsored by: Paragon Are you constantly saying no to your customers' integration requests? You're not alone. That's why companies like Copy.ai and Sinch use Paragon, an embedded integration platform, to ship integrations 7 times faster. Ready to scale your product's integration strategy? Visit useparagon.com/saastr to explore how Paragon can help you go-to-market faster with integrations today. --------------------------------------------------------------------------------------------  This episode is sponsored by: remote.com   When the right person for the job is a world away, Remote Talent brings the world to you. As the top job board for remote-first companies, we give you powerful tools to post your listings and reach the world's top candidates and remote professionals. Start building your dream team from anywhere—visit Remote.com/jobs today.

In this episode, we sit down with a former ATF Firearms Enforcement Officer to uncover the hidden truths and behind-the-scenes stories of the Bureau of Alcohol, Tobacco, Firearms, and Explosives. Get ready for an eye-opening conversation as we delve into the complexities of firearm regulations, the real impact of gun laws, and the challenges faced by law enforcement in the field. Discover what it's really like to work inside the ATF, the controversial cases, and the surprising revelations in the world of firearms and public safety. Join us as we explore the untold stories and insights from a seasoned expert who has seen it all from the inside. Don't miss this fascinating journey into the world of the ATF and its role in shaping America's gun laws from an insider's perspective.Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

NRR will not mislead you for shares or listens all past shows available at Spotify: https://tinyurl.com/4bwkzfw7 Apple Podcasts​: https://goo.gl/SvRBJB SoundCloud​: https://soundcloud.com/not-real-radio Or Your Podcast App Store: https://www.zazzle.com/store/not_real_store

In this episode of the Colion Noir podcast, Colion sits down with Jerah Hutchins, a seasoned firearms instructor, entrepreneur, and passionate advocate for the Second Amendment. With over 30 years of shooting experience, Hutchins shares her journey into the world of firearms.Hutchins discusses her work with Clearing the Chamber, a company she founded to promote responsible gun ownership and personal defense training. She delves into the motivation behind her nonprofit, Women's Awareness & Defense Endeavor (W.A.D.E.), which offers free self-defense training to single mothers, low-income women, and survivors of domestic violence.Listeners will gain insight into Hutchins's advocacy efforts, including her testimony at local and national levels in support of gun rights. She also talks about the unique workshops she has developed for women, such as “How to Protect What You're Expecting” and “Prepare in What You Wear,” which aim to empower women through education and practical skills.The conversation also touches on the broader implications of gun rights and personal safety in today's society, highlighting the importance of the Second Amendment and responsible gun ownership. With her direct and passionate approach, Hutchins offers a thought-provoking perspective on self-defense and women's empowerment.Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

This week, Dustin chats with Gianna Scorsone, Co-Founder and Chief Operating Officer at ChampionHQ, about the concept of “Customer Marketing 3.0.” They delve into its evolving role, the importance of tracking and attribution, and why it often gets overlooked during budget cuts. Gianna shares insights on integrating customer marketing with customer success to boost NRR and explores how AI can streamline the process. If you have any questions or thoughts, you can reach out to Gianna through LinkedIn. Also, check out ChampionHQ's website to learn more about their work.

Being a Customer Success Pro is no easy job, but this podcast will help. Remember that Customer Success is not a destination, but a journey and I am here to help you on your journey.In this episode, Anika Zubair talks with Daphne Costa Lopez, Director of Customer Success at HubSpot, about strategies for driving and growing customer retention at scale. They explore a range of models from renewals to segmentation, customer success qualified leads (CSQLs), and automating success plans and QBRs.00:00 Introduction and Welcome 01:03 Introductions of Daphne Costa Lopez 02:12 Daphne's Background and Career Journey 03:59 Building and Scaling Customer Success at HubSpot 28:08 CSQLs and Automation in Customer Success 38:55 Dynamic Segmentation Strategy 46:51 Quickfire Question RoundConnect with Anika:LinkedInYouTubeTikTokWebsite: thecustomersuccesspro.comCoaching with Anika: CSM RevUP AcademyFollow the Podcast:YouTube: https://www.youtube.com/@TheCustomerSuccessPro Spotify: https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu Apple Podcasts:⁠⁠⁠ https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733540749Daphne Costa LopesLinkedinOver the last decade, Daphne has helped Start-ups, Scale-Ups and Fortune 500 businesses build and scale global Customer Success teams to service 200K+ customers and $2B+ ARR.Her journey in Customer Success started with a eureka moment she had in 2011: “When we deliver value to our customers, we won't just retain their business... We will capture more of their demand.”Backed by this belief, she spent the following 4 years helping build a 'CS-as-a-Service' business. We generated thousands of SuccessQLs for our customers and proved early on that Customer Success could be a revenue driver.By focusing on Customer-Led-Growth, She has helped the businesses she worked with achieve 130%+ NRR. Today, She head up Customer Success at HubSpot where her teams serve thousands of customers worldwide.Since that light-bulb moment, she has invested my energy into building and scaling Customer Success teams to be the second engine of growth for tech businesses and helping others do it too.Music by AudioCoffee: https://www.audiocoffee.net/

Colion Noir sits down with his good friend Cody to discuss the art of gun sales. This relatable episode has Colion sharing his early experiences hustling through gun shops and how his YouTube channel started with reviews and collaborations with local stores. Cody talks about his deep-rooted connection with firearms and his journey to becoming an expert in gun sales.They delve into the psychology of gun sales, emphasizing the importance of understanding the wide gamut of customer needs and moods. Cody shares insights on popular firearm choices, the significance of proficiency, and the role of humor in engaging customers.They also discuss the appeal of hunting, night vision equipment, and tips about calibers for hog hunting. Tune in for a fascinating conversation filled with expert advice, personal stories, and a deep appreciation for the gun community.Whether you're a seasoned gun enthusiast or a newcomer, this episode offers valuable insights and entertaining anecdotes. Join us for this engaging and informative episode of the Colion Noir Podcast!Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

Our host, Jeff Ignacio, sits down with Laura Fu, VP of Revenue Operations and Productivity. They talk about managing the entire customer journey and which metrics to focus on, including pipeline coverage and NRR. They also look into how to optimise the sales funnel in a scaleable and repeatable way and how to inspire and incentivize reps. Finally, they discuss what data is the most important to track and analyse and how to build a tech stack.

Feeling insecure when you don't have your firearm is a real concern the gun community has. Enter Sayif Saud, the mastermind behind Fortis MMA and renowned UFC coach. Sayif has dedicated his life to empowering individuals through the art of self-defense and mental resilience. Most importantly, Sayif is a huge gun guy. Join us on the podcast as we break down the flaw in being overly reliant on guns in a self-defense situation and what you can do about it. Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again: ➡️ https://bit.ly/3wnUOPf These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25! Get them here before they're sold out again. ➡️ https://bit.ly/3wnUOPf NEW Need Money For Pew Pew Collection ➡️ https://bit.ly/3sI8qDE 

This week, our hosts discuss the impact of net revenue retention (NRR) and churn on SaaS companies, the challenges/opportunities of transitioning from seat-based to usage-based pricing models, the significance of effective product releases, and more. Want more Topline? Join the Topline Slack channel to engage with hosts, guests, and other listeners and read episode recaps. Also, make sure to secure a ticket for CRO Summit 2024 on June 6th in Boston. Get 20% off your ticket with the code TOPLINE.

Could next-generation anti-VEGF agents such as faricimab (Vabysmo, Genentech/Roche) and high-dose aflibercept (Eylea HD, Regeneron) be dosed as infrequently as every 20 weeks without sacrificing efficacy? And even if there are data that suggest that finding, would anyone actually adopt an interval that long in wet AMD patients? Philip Storey, MD, fills us in on TENAYA and LUCERNE data that explored, in part, how many patients could theoretically reach a 20-week dosing interval with faricimab, and which baseline factors predicted whether patients were conducive to such a strategy. And Prof. Sobha Sivaprasad joins us to review findings from PULSAR. In particular, she focuses on data examining whether wet AMD patients could be dosed as long as every 24 weeks on high-dose aflibercept. This is part 1 of 2 of NRR's ARVO 2024 coverage. 

In this episode, we're joined by Akash Singh, Head of Customer Success (APJ) at Software AG, about the importance of customer success in go-to-market (GTM) strategy. We discuss driving adoption, navigating compliance and user privacy, evaluating customer success team performance, and aligning CS with GTM culture.Akash shares innovative strategies his team has implemented, such as using capability adoption scores and telemetry data to measure adoption, automating risk tracking and mitigation, and aligning compensation targets with NRR.Tune in if you're in the market for practical insights for building a successful customer success function within an organization.Key takeawaysIf you listen to this episode, you'll learn how to:Implement innovative strategies to drive product adoption while navigating compliance challenges and diverse deployment scenarios.Leverage alternative data sources like capability adoption scores and telemetry insights to track usage without relying on sensitive user data.Evaluate and optimize your customer success team's performance through automated risk tracking, sentiment analysis, and aligned success plans.Align customer success compensation with your go-to-market strategy by focusing on unified metrics like net revenue retention.Build an effective customer success function by taking a customer-centric approach, continuously measuring results, and tightly aligning with broader commercial teams.ResourcesWant to follow along with the slides Akash mentioned? Click here to download the presentation deck:Capability adoption scoring: 09:49Transaction metering: 14:24Catching and mitigating risks early: 19:34Sentiment update: 20:45Success plans: 22:01Success plans and how they can lead to CSQLs: 22:47Carry on the conversation and connect with Akash on LinkedIn for more insightful conversations.Plus, you can did you know Akash is one of our 24 CS leaders to watch in 2024? Check out his feature in CSC's 24 in 2024 report.Shout out to Software AGNo one achieves greatness alone; Akash's achievements were made possible through the contributions and encouragement of the Software AG customer success leadership team!A very special shout-out to:Sanah Ali, Customer Experience Operations Manager at Software AGBridget Cleary, Director of Customer Success at Software AGAndrew Cutler, Senior VP of Customer Success at Software AG

Join me as I sit down with Lily Tang Williams, the Chinese immigrant who went viral for destroying David Hogg during a heated gun control debate at Dartmouth College. Lily shares her firsthand account of the encounter with David Hogg, shedding light on the truth behind the headlines. As she fearlessly takes on David Hogg, listeners are treated to a masterclass on how common sense guns are. From her unique perspective as an immigrant who survived communism, Lily goes unfiltered. Prepare to be inspired and enlightened as Lily Tang Williams reveals the untold story behind her unforgettable clash with David Hogg.  Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

Monica Stewart is a highly sought-after go-to-market consultant with over 15 years of experience working with B2B software companies. She specializes in helping startups in the $2 million to $20 million revenue range that are selling to large organizations. Monica has worked with companies like LinkedIn, Trello (acquired by Atlassian), and Pangeva (acquired by S&P). She is known for her sustainable growth-focused mindset and her ability to help companies bridge the gap between their current strategy and their long-term vision.In this episode, Monica shares valuable insights and discusses common mistakes made by startups, such as not targeting their ideal customer profile (ICP) specifically enough, lacking a clear understanding of lead channels, and neglecting net dollar retention (NRR) metrics. She emphasizes the importance of narrowing the ICP, prioritizing lead channels, and implementing effective post-sale processes for long-term success. Monica also highlights the need for founders to be open to change and willing to reevaluate their strategies as their companies evolve.HERE ARE SOME KEY SECTIONS TO CHECK OUT[02:08] Monica's Approach to Transforming B2B Startups[05:28] Common Mistakes in B2B Startup Growth Strategies[15:34] Deep Dive into Ideal Customer Profile (ICP) Strategy[20:31] The Importance of Narrowing Focus in Startup Strategy[27:20] Understanding the Three Whys of Buying[30:58] Navigating Leadership and Team Dynamics in Business[31:38] The Importance of Being Present and Adaptable in Leadership[34:48] Strategies for Effective Team Management and Role Alignment[36:00] Embracing Change and Coachability for Organizational Growth[37:10] The Founder's Journey: Vision, Commitment, and Self-Awareness[45:39] Practical Advice for Founders on Prioritizing and Implementing Change[56:40] Understanding the Role of VCs and Owning Your Business NarrativeADDITIONAL RESOURCESLearn more about aligning customer-facing teams to improve execution: https://forc.mx/48o1jyPConnect and learn more about Monica Stewart.https://www.linkedin.com/in/monica-stewart/https://www.linkedin.com/company/msps-co/HIGHLIGHT QUOTES[00:53:46] "It's really the founder and it has to be because at the end of the day, there's a tremendous amount of commitment and buy-in that's going to be needed from them in order to do this work."[00:56:23] "VC firms don't give companies money because they think that company is going to succeed, or even because they necessarily need it to succeed. They give companies money because they want to spread their risk out amongst a broad portfolio. And they know that a good percentage of the companies that they invest in are going to fail."[00:55:53] "Once you see it, you can't unsee it. And it changes the way that you look at your organization forever."

Join us as we explore the intriguing world of artificial intelligence and how AI views gun control. With politicians, students, reporters, and researchers relying heavily on these programs for various tasks, AI's bias toward gun control should concern you.  In John Lott's study, he asked 20 AI Chatbots about crime and gun control. You're going to want to hear about these results shedding light on the political ideology within AI. Join us as we explore the implications of AI & Gun Control and the unintended consequences.  Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE   

In Crystal's first time on NRR, we talk about the fact that she is an absolute OG in the food truck world, and what that time was like for food truck operators in 2010. We also talk about her pandemic buy back of her business from Fresh Hospitality, and what her future plans for expansion are. (hint- It's about to happen real soon!) We also talk about parenting, general work stuff, and we laugh a lot. This interview was so much fun, I can't wait to have her back! --- Send in a voice message: https://podcasters.spotify.com/pod/show/brandon-styll/message

I sit down with 2A advocate and firearms trainer Ava Flanell to discuss the new set of anti-gun bills working through the Colorado legislature. Ava Flanell explains the sneaky tactics behind each bill, like how they are also targeting handguns & shotguns and how the community can help fight against them. Ava also talks about the realities of testifying in front of the legislature.  Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again:  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25!  Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection  ➡️ https://bit.ly/3sI8qDE  

According to a Forrester study, 53% of sellers said that sales technology positively impacts their results. So how can you optimize your enablement tech stack to drive productivity?Shawnna Sumaoang: Hi, and welcome to the Win Win Podcast. I am your host, Shawnna Sumaoang. Join us as we dive into changing trends in the workplace and how to navigate them successfully. Here to discuss this topic is Sarah Gross. Thanks for joining us, Sarah. I’d love for you to tell us about yourself and your background. Sarah Gross: Shawnna, thank you so much for having me, I’m excited to be here today. I have spent a decade in sales and a decade in enablement, and absolutely love both spaces. I started my career as a BDR, moved into sales management and got the typical dashboard and quota, and very quickly realized there was a lot more to sales and to managing salespeople.I ended up actually researching enablement and then got into being a practitioner myself. So, as I’ve built out teams over the years what’s been interesting is to watch how enablement went from L&D to how we think about making our team more productive, but we weren’t calling it productivity quite yet. We were like, “Oh, let’s get people from 100% to 110% of attainment” to now being the real drivers within the organization of how technology helps our team be more effective and therefore productive in what they’re doing day-to-day. SS: I love that and thank you again so much for joining us today. Now you and I have known each other for a while and I know that you focus deeply on a couple of core components when it comes to driving a business. That’s the people, processes, and technology. How does that approach guide the way that you build your enablement strategy? SG: Yeah, first things first, you have to have the right people in the right roles. So I’m a big fan of, especially in a sales organization, right? Having that BDR, SDR structure, the account executive, the SE. And what’s important from an enablement lens is being able to make sure that everybody knows their role and function. It leads to the process side of things. So if everyone knows what role they’re playing in the sales process, then it is defining what that process is, right? Less of the upside of what are our sales stages and how we forecast, but more of what are the gates through which I need to uncover information from the customer and our internal selling team to advance, and to know that I’m in the right place of moving this opportunity forward and spending more time and resources on it.How do we make sure that process then maps to the methodology that we’re using from a customer buying lens, as well as a selling buying lens? And then how do I make sure that we have the right technology, that I’m not asking my reps to copy and paste a Salesforce field into 15,000 different places, but rather Sales Navigator that’s layered with a Zoom info of the world and allows them to push information into that centralized repository in an easy way to build on account plans, to build on opportunity plans, and to have that structure of what good selling looks like. That’s the baseline, in my opinion, for what enablement has to have as the building blocks at the bottom of the house if you will. To then just start to do things like AI and getting into call recording and understanding what words are being used, when, where, and how.And devising an enablement plan that is by cohorts of people that need a specific topical area.  SS: I love that you established that baseline. What are some challenges that you’ve encountered as a leader when it comes to creating an effective enablement strategy, though? And how did you overcome those? SG: The strategies have changed over the years. I’d say at the beginning of enablement, early 2010's, right? It was a lot about what is it. Why is it different than L&D? Why would we invest in this different team and structure? Then we evolved into, okay, they, they run the LMS, right? They’re the people that give the training. And they may have an action item coming out of it. And then we’ve gone into this world of, Okay, we have technologies that are supporting enablement now, which is fantastic. They’re designed for enablement, and they’re giving us the right level of analytics. But how do we, as practitioners, continue to stay that we’re elevating the value of our practice? I still see where people are just trainers or they’re just go-to-market folks who get it out to the sales team. I hear that a lot. You’re the person who helps us communicate with the revenue team and speaks their language, which is a big win in and of itself, right? We’re not being called L and D anymore, but on the flip side of things, we’re not the seat at the table, driving the go-to-market strategy. I do see that starting to change where more companies than ever are hiring VPs of enablement. They want to attach to the operational strategy and the go-to-market strategy and have a plan Where all three of those functions are working together there was this weird trend during COVID where everyone was down-leveling their enablement to save costs, and now I’m starting to see that flip again Where we’re hiring lots of folks that are at a senior level. They want 10 plus, 15 plus years of enablement experience to guide them on “how do I drive that productivity lever?” “How do I be smarter in how we sell in the market?” Because we do have fewer salespeople and we have a bigger market that we have to attack. SS: Now, as we talked about in that first question, people, process, and technology, on the people side, what are some of the key things you prioritize when you’re building a high-performing enablement team? SG: I think the people side really matters in how you build out your enablement team so that you’re embedded enough to understand the business, right? For example, if you have a role that covers everything up to ISRs, right? Inside sales reps, where they’re both covering leads and running the sales process, you need a very different enabler to support that type of practice. And someone that’s maybe in an office with them, as an example, that’s where I think it makes sense when they’re all in the office. Or someone who has experience both in running a lead gen team, also a selling team, so that they can pull those together. As you think of the sales structure, that’s where I think enablement has to mirror. This is why enablement teams change from time to time because it’s normal that sales structures change, and you have to make sure that we’re constantly evolving with them. When those two structures start to look different, like when I see enablement teams aligned by product, right? They’re seen as generalists and they’re less impactful to the overall business. SS: That makes sense. On the process side, how have you partnered with your key stakeholders to identify process gaps and solve those inefficiencies? SG: That’s the question always. Having really strong ops partners and being part of the conversation that you have with your chief revenue officer is important. I think that the way that works best is that ops gives you visibility to everything that they’re showing to the sales leader. If you have a different lens, the sales leader is looking at like, “Where do I have pockets of inefficiency that I could either reduce my head count or change that headcount around?” You’re looking at it as, “How do I have cohorts people that maybe are at that 90% mark, that they would make a lot more money and we would make a lot more money if they were at 100% or 105%.” The way I look at the data that’s being provided to me is always, “How can I think of running cohorts of people?” So for example, I’ve had in the past where I’ve got a discovery coach, someone that I can deploy if there are people in SDR land, AE land, and SC land that need that particular topic area. And by deploying them I’m keeping my business partners. So you’ve got that strategic person that they trust introducing the session with somebody that’s focused on that particular topical area to move the needle as it comes to productivity. I’d expect that a lot of enablement teams are probably going to have someone who’s that AI specialist over time, where their entire job is to match that internal data set with what we are hearing from our enablement tools. And how can we deploy every call we’re looking at across the system? Deploy, if we hear X word, one sheeter, a cheat sheet to the rep in the moment. It’s a talk track that gets deployed to our SDR organization, right? Maybe it’s even a technical validation asset that’s going to our enterprise reps as they run into X integration that they don’t run into all of the time. So I’m starting to see where I almost think SEs are always a secret sauce to a lot of organizations. To me, it’s how we capture what’s in our SE’s minds and deploy it on every call that’s happening, not just the ones that an SE is attached to. SS: Absolutely. And then the last piece of the puzzle: technology. How does an enablement platform help you effectively bring your strategy to life? And in your opinion, what is the strategic value of a unified platform? SG: First and foremost that’s definitely evolved in the past, like five-ish years. Originally, I would say we were looking at just do you have SCORM packaging. It was very traditional instructional design technology that you needed. Now, because we’re further away from what is traditional L&D, I’m seeing a lot of enablers really need their platform to drive, “What are we missing?” We’re running a discovery program, we’re running a negotiation program, and we’re running our new product launch. But what are people looking for in the system, whether that’s on the content side or the learning side that we’re not providing to them today? Or, what are we providing that nobody gives a shit about? And we’re wasting our time and resources? So, it’s an efficiency lever for enablers, which is what I see the platform as. The reason I think that content and learning have to be in the same place, is it’s part of the learner’s journey, right? Humans either want to consume information in written format or video format for the most part, right? And as you take those two things, you have to meet the learner where they are. That’s something we all knew years ago. But now it’s not just meeting them where they are, it’s meeting them where they are at the right time. And so it’s making it a self-service model that you can then look at analytics and drive what you’re putting out there to them in the most efficient way. So if you don’t have what content is someone consuming, what learning is someone consuming, and what are they sharing externally with their customers, you’re missing a piece of the puzzle. Because they might be – another thing I’ve always been able to point out to my heads of revenue – is that we’re consuming and teaching this internally, but our customers are actually looking at this when we send it over to them. So there’s a disconnect between the two things that we really need to solve for. SS: Now, obviously, if you make the investment in technology, you want to ensure that your reps are taking full advantage of it. What are some of your best practices for driving adoption of your enablement solution with your reps? SG: Ariel Lashaza, who’s someone who’s worked for me at a couple of organizations, did this extremely effectively. We brought it to the level of reps. Think of TikTok, we called it “What You Want to Know Wednesdays”. And it was a piece of information that they could try every single week. I think the way that these things work is it’s the curve, right? That we always know. You got your earlier adopters, you got everybody in the middle, and then you have your late adopters. There are certain folks on every team, you know they’re not going to do it until we tell them they have to. Then there are people that you know are going to chomp at the bit to get anything. And then there are people in the middle that their manager has to tell them to do it. So I think it’s identifying who your early adopters are, especially as you do those fun, “What You Want to Know Wednesdays”. And let them drive the topics, because then they’re excited about it, they tell that middle crew, get them more excited about it, and ask them to go to shared and team meetings, and that’s how we’ve rolled things. Having a little bit more structure around it, I think that it’s important that, one: it’s leadership-led. So you have a preview from the frontline manager level, up. What to be expected, how are we going to support you, what do we need from you? Very simply. Then as you actually roll things out to the team, it’s embedding that into your monthly learning. However, you’re already communicating to the team and then it’s taking those early adopters, and showing them the impact on revenue, which is why I think that Highspot’s report of tracking opportunities related to Pitches is like money. Because you can go back and you can say, “Hey, you sent out 18 Pitches. Those were viewed 300 times, and you actually closed every single one of those deals. So, your rate of closure when you use the pitching functionality is 100%. What was your close rate before you did that? Maybe it’s 40%.” And so immediately to them, they see the ROI. I just think we have to, as enablers, always be selling. And the way that we sell is by using that data and analytics for our revenue team. SS: So on the topic of data I think that you have always been someone who has helped those around you succeed by really being inquisitive and leveraging that data, as you mentioned, to make business decisions. What are some of your best practices for, to the point you just made, measuring the business impact of enablement? SG: Best practice, one is, what’s your CRO measuring? if they’re being measured by ARR attainment and NRR, right? You have to know what those numbers are first and foremost. Secondly, it’s starting to break down, “Hey, CRO, if I did X, do you think that would move the needle on what you’re being measured against?” If that’s the case, let’s put this in place, and let’s put a stop in the sand where we are today and measure it again in 6 months. So I think that alignment up front is really important and making sure you’re not just tracking to time-to-ramp if they don’t care about it, right? Super important you’re aligned. Thing two is buddying up with the ops team and saying, “I know you’re measuring this. I want to measure how we can impact this as a team. You’re probably making some operational changes. Maybe it’s quota, maybe it’s territory alignment, et cetera. Let me build off of that. I’ll actually help you communicate that to the reps that it’s happening to. And, once we communicate that, instead of it being a 10-minute call, let’s make it a 30-minute call. Where on the last twenty minutes, let’s talk about how they can attain that number in a better and more succinct way. And maybe what Sales Plays are we running to support them in hitting those new targets that we’ve provided?” So it shows us the unity between ops and enablement, which is such an important part. And then it’s coming back. I’ve always said, at a minimum, quarterly reviews. What was the enablement impact? And that’s where I do think we should push our vendors to support us in that, right? They should be providing us with Scorecards. They should be providing us insight into what’s going on in our system from their CSMs. And I encourage all of my enablement peers to be requesting that. It is well within our rights to push that we need that level of data to run our businesses. Think of a CMO or CRO. They’ve been holding vendors accountable for providing them that since the beginning of time. And it’s now our time to do that so that we can have those executive-level conversations. And we’re not just being like, “Oh, we launched the learning path.” Or, “We launched the huddle.” That’s fantastic, but we’ve all moved past that. It’s not about you putting it out there. It’s about, did it hit the mark actively, proactively sharing what did or did not, and what you’re going to do next. SS: To that executive leader point, given kind of your wealth of experience and enablement, how have you gained buy-in and support for your enablement strategy with your executive leaders? SG: It’s always the fun thing that when you get a new CRO or a new C-level, right? How do you set their expectations of enablement, right? Honestly, there’s still a lot of different definitions out there of what a good enablement team looks like. I think it’s really important that up front you understand: what are their priorities and how are they being measured? I didn’t say, what are they measuring? How are they being measured? Every CRO has something that the board is asking them for. That’s just part of the game, and part of being in sales. And it’s usually different than what quota is being assigned out to their team, et cetera. I think the second piece of that is then saying, “How can I communicate this with you? What frequency would you like to see updates from me and in what format?” If they don’t have a proposed format, something I learned from an early CRO of mine is CAB: Conviction, Action, Benefit. Having three columns on the screen: what are we convicted to do together this quarter? Again, that’s a together statement. What actions am I taking, right? Or do I need you to take to support that? And I always suggest there’s a two-way street there. And then what’s the benefit? What is the thing that we are measuring? And if we come back and it happens, we know that we are successful in this. Super simple, but I would go on whatever format your particular leader is looking for. They might have a different version of that. Or propose, hey, if I did this, would that work for you? I don’t think it should ever be more than one page. It shouldn’t be a ton of charts and a ton of things. Solely because that’s your job as enablement. Our job to them is that we’re measuring those big projects together. SS: I love that advice and that acronym. Last question for you, Sarah, where do you see the future of enablement going over the next few years? And what are you most excited about? SG: That's a good one. We’ve come a long way in a very short amount of time as a profession. I definitely think that AI is a big part of our future. It’s a big part of everybody’s. It’s a big part of humans. I think as enablers the thing we do that is so critical to every business is we understand how humans work, think, and do. So it’s using AI to be more human and to help our team with those productivity levers.So think of right now we run a pitch contest and you use your top three reps, you have them pre-recorded as an example and then you launch it to everybody and you have a grading criteria in the system. Maybe you have something like a Copilot of one of these SORMs that’s running and giving a little bit of insight. But, in the future, think about if that could simulate a customer in their territory, in their patch that they’re trying to sell to today. It could be somebody that looks and feels like their particular segment. That becomes even more impactful as we continue to grow. And I do see that’s where we’re going.I want to level set to all CROs out there, that’s not where our technology is today. But, it is absolutely something that’s within reach in the next couple of months. I also see a lot more happening around the traditional Salesforce where we used to serve up, “Hey, have you thought about sending this white paper type of thing?” Integrated more into the call intelligence world where you’re in a call, and it says, “Hey, you just hit a roadblock right in that conversation. Consider this objection handling technique,” or, “Consider saying you want to bring your SE in to do this technical validation based on the integration they just asked for.” There’s a lot more of that to come as we continue down the path. What am I most excited about? It is AI. I say that with a little hesitancy in my voice. I think that it’s a way for enablement to scale without having to have humans and to be able to spend time doing the things that we love doing, which is talking to reps gathering feedback, and being part of the collaboration. That is revenue. I think we spend a lot of time right now in some cases behind the scenes in our LMS and CMS because they’re not totally optimized. So if we are in this AI lens where our CMS is sending us an email every morning of what’s good, bad, and not happening in the system, and we’re not going through hundreds of thousands of pieces of data, that gives you so much more time to be in front of the team and with the team. Right now, I see enablers having to choose one or the other that they’re really good at. And the people who are behind the scenes sometimes aren’t part of the executive meetings because they don’t have enough face time, but they’re really good at the right programs, et cetera, to get out. And then some people who have too much face time, and not enough behind the scenes are dinged that they’re not analytical enough, or they’re not using AI to drive their business. So it’s a push-pull today. I think that our vendors are really catching up with supporting enablement. Just like Salesforce has always supported a revenue organization in design that will get us to where we need to go in the future. So, I am excited about AI and because I think it will give us more time to be the human elements in front of our revenue organization. SS: I love that. And I know we are very excited about Highspot Copilot as well here and all the AI innovation we have coming. And we’re going to actually be announcing some of that at our Spring Launch Discover Webcast shortly. So thank you, Sarah, so much for taking the time to chat with us. I really appreciate it. SG: Absolutely. It was my pleasure. SS: To our audience, thank you for listening to this episode of the Win Win Podcast. Be sure to tune in next time for more insights on how you can maximize enablement success with Highspot.

In this podcast, I discuss the problems with AKs in America with the American AK legend Jim Fuller, life after selling his company Rifle Dynamic, and his latest ventures. Jim Fuller is an internationally recognized expert on the Kalashnikov rifle platform.  He provides invaluable insights into the world of the AKs in America. Join us as we explore America's AK landscape, problems, and Jim's journey in the firearms industry. Don't miss this insightful conversation!  Before you comment your thoughts, I want to let you know that my favorite in-ear Wireless Bluetooth hearing protection, the Blackouts, is available again  ➡️ https://bit.ly/3wnUOPf  These incredible things allow you to listen to music, take phone calls, have active noise cancelation, and hear through technology that allows you to still hear the world around you all while still protecting your hearing with a certified NRR rating of 25! Get them here before they're sold out again.  ➡️ https://bit.ly/3wnUOPf  NEW Need Money For Pew Pew Collection ➡️ https://bit.ly/3sI8qDE  

This podcast interview focuses on the journey to take a SaaS business to $1M+ . My guest is Justin Chen, Co-founder and CEO of PickFu. When Justin and his co-founder John Li were working on another business they disagreed and wanted a fast, informed way to break the tie.  Being software engineers, they built it - and that is what sparked the big idea behind PickFu. Although it stayed on the back burner for years, like all the best treasures on the internet, people discovered it. Customers used the polling platform and shared it with their friends. Then, in 2018 they started to see increased attention from e-commerce conferences and podcasts, which is where they realized they had built something truly useful. And this inspired me, and hence I invited Justin to my podcast. We explore what's broken in consumer research. Justin takes us through his journey to the moment they decided to go all in. He explains why he decided to niche down - and what criteria appeared to be really important to get traction. He elaborates on how they're creating defensible differentiation. Last but not least he explains how they're designing for stickiness across product, customer success, and marketing.  Here's one of his quotes The focus on industries is super important. Because it's really hard to market a general-purpose tool. But when you're able to speak directly to people about their problems, and their use cases, it resonates so much more quickly. So for E-commerce and gaming, doing the marketing and starting to tailor the product much more specifically to those industries has been really important to getting our traction During this interview, you will learn four things: How often the best solutions are not the ones that help you do the task correctly, but giving confidence to even consider doing the task at all.   That even if companies have sorted your problem higher in the organization, it doesn't mean everyone has access to that. How focusing on habit building helped to make the product mission critical for some verticals - and reduce churn. What adjustments he's making to make NRR calculation more reliable and relevant.  For more information about the guest from this week: Justin Chen Website: PickFu Subscribe to the Daily SaaS Reflection Get my free, 1 min daily reflection on shaping a B2B SaaS business no one can ignore. Subscribe here Yes, it's actually daily. And yes, people actually stay subscribed (Just see what peer B2B SaaS CEOs say) My promise: It's short. To the point. Inspiring. And valuable. Learn more about your ad choices. Visit megaphone.fm/adchoices

It's no longer land and expand - it's land and maintain. But what can you realistically do to fix your NRR?In this episode, we share 4 practical tips that'll help(00:00) - Introduction (04:27) - Expansion ladder (11:32) - What have you done for them lately? (16:38) - Involve the customer (20:35) - Take a hit on newbiz MRR (27:05) - Tripple down on succesful customers (31:17) - Wrapup *** This episode is brought to you by Growblocks. Finding and fixing problems in your GTM shouldn't take weeks. It should happen instantly.That's why Growblocks built the first RevOps platform that shows you your entire funnel, split by motions, segments and more - so you can find problems, the root-cause and identify solutions fast, all in the same platform.***Connect with us

Step inside commercetools with Dirk and Kelly as they sit down with commercetools' own CFO, Dan Murphy. This is an enlightening discussion around company efficiencies, key metrics to judge the health of a SaaS business, and what metrics to look for at various stages of company growth. Are your customers renewing? What does it cost to acquire a customer? Are the company goals aligned with its employees? How efficient is the sales organization? Is revenue growth the end all be all? Tune in to gain a CFO's perspective on this and more. 00:50: Introduction to commercetools, CFO, Dan Murphy 01:52: What does a CFO do? 04:14: Defining key metrics use to judge the health of a SaaS business (NRR, GRR, CAC + CAC payback, LTV, ARR/employee, Quick ratio, Magic number) 10:42: What is the rule of 40 as a metric and is it outdated? 16:04: Key metrics to look for at various stages of growth - Seed round, IPO, pre-revenue... 20:25: The market for enterprise SaaS has dramatically changed. Dan summarizes the market from ~2020 -> present day. What is valued today vs. a few years ago 26:35: At what point should VC-backed enterprise B2B SaaS aim for profitability? 35:44: When/why do you IPO? Tell us about that process

SaaStr 723: Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO and Founder of SaaStr: Answer Your Top 10 2024 Customer Success Questions In 2024, for customer success in SaaS, what's “good” NRR? What's a “good” NPS? Who should Customer Success report into? Questions like this and many others are the most common questions asked of SaaStr Fan Fave and expert on Customer Success, Gainsight CEO Nick Mehta, and SaaStr CEO and Founder, Jason Lemkin.  While we recently published an episode on what will change for Customer Success in SaaS in 2024 with Jason and Nick, we ran out of time to answer some of the top questions both get and what their answers would be now in 2024. So in the latest installment of the official SaaStr Podcast, we did exactly that. -------------------------------------------------------------------------------------------- SaaStr hosts the largest SaaS community events on the planet. Join us in 2024 at: SaaStr Annual: Sept. 10-12 in the SF Bay Area. Join 12,500 SaaS professionals, CEOs, revenue leaders and investors for the world's LARGEST SaaS community event of the year. Podcast listeners can grab a discount on tickets here: https://www.saastrannual2024.com/buy-tickets?promo=fave20 SaaStr Europa: June 5-6 in London. We'll be hosting the 5th SaaStr Europa in London for two days of content and networking. Join 3,000 SaaS and Cloud leaders. Podcast listeners can grab a discount on Europa tickets here: https://www.saastreuropa2024.com/buy-tickets?promo=fave200 -------------- This episode is sponsored by: Northwest Registered Agent When starting your business, it's important to use a service that will actually help you. Northwest Registered Agent is that service. They'll form your company fast, give you the documents you need to open a business bank account, and even provide you with mail scanning and a business address to keep your personal privacy intact. Visit https://www.northwestregisteredagent.com/saastr to get a 60 percent discount on your next LLC.

LaBossiere Podcast Key Takeaways  Qualities such as stickiness, gravity, and permanence are common among companies that have durable revenueJust because a company is a software-as-a-service (SaaS) company does not mean that it has durable revenue Products with durable revenue streams tend to become deeply integrated and entangled within an organizationNet dollar retention rate (NRR) is not an indication of anything; it is a manifestation of the business in its current state Conceptual TAM calculations are often overestimated and do not match up with reality  A company must earn the position to extend itself into new markets Power laws exist in every industry; most industries are dominated by just a few companies A company must have multiple acts beyond its core business if it wants to survive in the long term Every CFO must have three things: trust, command of the facts, and an understanding of what moves the needle for the company Read the full notes @ podcastnotes.orgAnthony “Pomp” Pompliano is an entrepreneur and technology investor. He runs his family office which makes private investments, along with owning majority stakes in a number of operating businesses. Additionally, Pomp hosts popular conversations on “The Pomp Podcast,” which has been downloaded more than 50 million times. Pomp also writes a letter that is read by more than 250,000 investors each morning. Pomp's interests lie at the intersection of finance, technology, entrepreneurship, and economics, which he tweets about extensively to his more than 1.6 million followers. 0:00 - Intro 3:11 - Incumbents and Competition in the Age of AI 5:12 - Media's Relationship with Technology 9:48 - Individuals vs Institutions and the Future of Content 11:46 - Consensus, Truth, and Misinformation 15:47 - How to Cut Through the Noise 18:47 - The Decline of Trust in Institutions 24:10 - Balancing Optimism and Cynicism 26:46 - National Debt 33:22 - Bad Legislation, Bad Politicians, and Bad Incentives 37:54 - Growing Our Way Out of the Problem 42:19 - Autonomous Cars, Pig Heart Transplants, and How Innovation Propagates Itself 49:22 - Legislating Technology 55:04 - Increasing the Number of Entrepreneurs in Society 1:03:08 - When Better Technology Doesn't Mean Better Outcomes 1:05:24 - Talent Allocation 1:10:56 - What Does Pomp Do Every Day? 1:19:52 - Lessons From 1300 Interviews 1:21:56 - On Fame, Audience, and Parasocial Relationships 1:29:23 - The State of Crypto 1:34:14 - Institutional Adoption of Crypto 1:37:20 - Is Slow-Moving Bureaucracy a Bug or a Feature? 1:42:02 - Remote Work and Regulatory Arbitrage 1:46:22 - Promising Cities and the Internet as an Equalizer 1:50:03 - Lessons From War 1:58:07 - What Should More People Be Thinking About?

Max is one of the three partners who operate as Strategic Hospitality. (with his brother Benjamin, and Josh Habiger) They own some of the best restaurants in town that include, but not limited to... Bastion, The Patterson House, The Catbird Seat, Locust, Henrietta Red, Kisser, and the operate Friends in Low places on Broadway. In this episode, we discuss most of these places, what they have going on at the airport, how much he likes trains, his Fantasy Football win in our NRR league, family life, and so much more. Sponsor Information Gordon Foodservice- Paul Hunter-615-945-6753 Super Source- Dish Machine and Chemicals- Jason Ellis-770-337-1143 Charpier's Bakery- Fresh Bread- Erin Mosow-615-319-6453 What Chef's Want-800-600-8510 Robins Insurance- Matthew Clements- 863-409-9372 Fat Bottom Brewery- order through DET dist. Bravazzi through Best Brands Campo Bravo Tequila- Ian Cox- 919-624-0113 Order Through Best Brands --- Send in a voice message: https://podcasters.spotify.com/pod/show/brandon-styll/message