No one cares about features — Issue #28
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Digital Customer Success: No One Cares About Features | Catalyst
In Part 1 of the Digital CS Series, Ben Lee explains how to approach building a successful tech-touch program
Ben Lee
The #1 Reason SaaS Companies Stall Out at $15m-$20m ARR
Part of my job when I invest in a start-up is to get folks excited about the company. It’s not that hard.
Jason M. Lemkin
Pros and Cons of Net Promoter Score (NPS)
It’s time to celebrate: your NPS has increased! But what does this mean exactly??? All SaaS companies aim to increase their NPS. But the first question is: do you need it? Let’s look at some key facts about NPS.
Valentina Ricupero | Business Consulting
Customer Value Hierarchy: A Bold Structure For Uniting Your Organization Around Customer Value
A bold structure for a customer value hierarchy that will unite your organization in pursuit of market-leading revenue retention & expansion.
Emily Ryan Reading time: 6 mins
In Other News: The story of Crazy Eddie and his crazy scheme to skim millions from his public company.