The hottest Customer success Substack posts right now

Traditional ways of identifying ideal customers, like just looking at company size or industry, aren't enough anymore. It's important to understand the specific needs and behaviors of different companies.
When starting a new job, it's crucial to listen and learn from others instead of jumping to conclusions. Take your time to understand what actually matters for the product and the customers.
Different organizations have unique ways of working, and it's vital to grasp those differences. Observing and talking to customers helps create better products that cater to their specific challenges and goals.

Superhuman started with a single $30/month price to differentiate itself in a crowded email market. This pricing strategy boosted user activation since customers felt the need to get their money's worth.
Their pricing evolved from a simple model to three tiered options, tailored to different user needs. This change aimed for simplicity while capturing diverse customer groups effectively.
To smoothly transition customers to new pricing, Superhuman focused on research, planning, and transparency. They allowed a grace period for existing customers to adjust, which helped them maintain customer trust.

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 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.

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.

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Data scientists should not just focus on algorithms. They need to understand the business to make a real impact.
Data science can improve many areas of a business, like marketing and customer service. It's important to use their skills effectively.
Hiring 'business' data scientists is crucial. Teams should look for candidates who can think beyond just data and algorithms.

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.

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.