Posts by

Mark Lerner

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Harnessing the Power of Customer Journey Mapping: A Visual Approach to Customer Experience

A well-executed customer journey map can be transformative for businesses. It serves as a mirror, reflecting the customer experience your business offers, revealing both its strengths and areas needing improvement.

Harnessing the Power of Playbooks for Efficient SaaS Onboarding

Think of playbooks as your comprehensive manual, providing users with step-by-step guidance to navigate and understand your software effectively.

The Untapped Power of Expansion Revenue in SaaS: It's Time to Capitalize (+ Free Guide)

The cost of acquiring new customers far outweighs that of retaining and expanding existing ones. Yet, surprisingly, many SaaS companies are not maximizing the potential of their existing customer base, leaving growth opportunities on the table.

Customer Data: The Secret Ingredient in Driving SaaS Revenue Growth

Customer data, when used effectively, is a goldmine of insights that can drive strategic decision-making and fuel growth. The issue is that despite having a wealth of customer data at their disposal, many SaaS businesses struggle to leverage it.

Beyond ARR: The Rise of NRR as a Key SaaS Metric

SaaS companies have long held the belief that Annual Recurring Revenue (ARR) is the North Star guiding their growth trajectory. However, the sands are shifting, and a new star is rising: Net Revenue Retention (NRR).

Boosting Net Revenue Retention Through Operational Efficiency

Growth in the SaaS industry has been slowing down, and churn rates remain high. Is it time we consider a different approach to increasing NRR?

Driving SaaS Revenue Growth: Key Insights from Vendr's Q1 Report

Recent data from a Vendr report on Q1 2023 SaaS market trends reveals the untapped potential of prioritizing existing customers and the role of AI-powered tools in driving business success.

Unified Customer Data: The Future of Revenue-Driven Customer Success

The complexity of the customer data stack has grown exponentially over the years. With hundreds of systems available to capture, store, transform, move, and visualize customer data, it's no wonder that so many organizations struggle.

Launch and Learn Episode 6: A Data Driven Approach to ICP

In our latest episode of Launch and Learn, Mark and Keith discussed how a data-driven approach can help companies better allocate resources and engage with high-potential leads.

Top 11 Customer Retention Metrics According to the Experts (Updated for 2023)

Once a prospect becomes a customer, do you have a strategy for nurturing that relationship? It’s easy to assume that if you don’t hear anything from a customer, they’re satisfied with your products or services, but that’s not always true.

Saving a Customer from Churning with Parative's Low Account Activity Playbook

Did you know that one of the strongest indicators of potential churn is when a previously active customer goes quiet within the 90-day window of their renewal?

Launch and Learn Episode 5: Expansion Qualified Leads

Necessity is the mother of invention. And a changing market necessitates a change in go-to-market strategy. Enter Expansion Qualified Leads (EQLs), your secret weapon for driving growth and revenue.

The ROI of Scaled CS: Driving Profitability With Automation & Self-Serve

As revenue leaders, we're constantly seeking innovative ways to scale, reduce costs, and drive profitability without compromising customer satisfaction. But how do you strike the perfect balance?

Transforming Your Customer Success Team into a Growth-Driven Powerhouse

As the competition intensifies and market dynamics shift, companies are recognizing the need to move beyond traditional customer success management practices and embrace growth-focused strategies.

50 Experts Rank Top User Engagement Metrics to Track (Updated for 2023)

Measuring user engagement can give you actionable insight into how your users view and use your product.