The hottest Customer success Substack posts right now

And their main takeaways

Category

Top Business Topics

How to hire and train Juniors

Sibelius’s Newsletter • 196 implied HN points • 09 Jan 24

💼 Business Hiring Training Customer success

Hire juniors based on potential, seniors based on experience.
Evaluate juniors with code challenges to assess learning speed.
Train juniors by involving them in customer interactions to learn product and codebase faster.

Generative AI will not kill the sales profession...

EarlyGTM | Craft Ventures • 117 implied HN points • 31 May 23

💼 Business Sales AI Impact Customer success

Generative AI will have profound impacts on the economy, but won't replace sales professionals soon due to the complex nature of sales cycles.
The intricate steps of the sales cycle require human guidance to avoid 'lossiness' between interactions that AI cannot manage effectively yet.
AI can assist in sales processes, but trust in human sellers is essential for revenue goals, as AI lacks the social, nuanced aspects crucial in high-stakes sales.

I don't care what you call it.

Nate is Learning • 19 implied HN points • 28 Apr 23

💼 Business Customer Service Customer Experience Customer success Marketing

Customers want their problems solved when they need them solved.
Companies often focus on engaging customers but end up seeming spammy and needy.
Roles and functions in customer-facing areas should be designed based on customer needs, not assumptions.

Why restricting who you sell to is a good thing

Mehdeeka • 1 implied HN point • 03 May 23

💼 Business Sales Marketing Customer success

Restricting who you sell to can be beneficial to save time and resources.
High churn rates can impact the profitability of a business if not managed effectively.
Focusing on customers with higher contract values can lead to more long-term success.

Understanding SaaS Net Dollar Retention

Market Curve • 0 implied HN points • 30 Aug 23

💼 Business SaaS Customer success User Experience

Net Dollar Retention (NDR) is the percentage increase or retention in ARR/MRR over a specific period.
NDR is important to see growth from existing customers, user engagement, and recurring value.
Strategies to optimize NDR include focusing on customer success, providing value, studying user patterns, enhancing user experience, and upselling.

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