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).

Launch and Learn Episode 4: The Missing Link in Customer Data

To truly harness the power of customer data, we need to democratize the understanding of the insights hidden within it.

How to Identify Expansion Opportunities Without a Data Scientist

Learn how to identify expansion behaviors in your SaaS business without a data scientist. Track metrics, analyze behavior, and prioritize opportunities.

Launch and Learn Episode 3: Voice of the Customer (VOC)

In my recent conversation with Parative's CEO, Keith Frankel, we discussed the common misconception and lack of understanding of what a Voice of the Customer (VOC) program really entails.

Launch and Learn Episode 2: Breaking Budget Barriers (& 'Scaled CS')

"We Don't Have Budget"If you live on planet earth and work in a customer-facing role, you have undoubtedly heard some variation of this over the last few months.What if I told you it's a myth?

Launch and Learn Episode 1: The Universal Signal

For the last few weeks, my CEO Keith and I have been getting together to chat about what's going on in the world of SaaS, our product, and our upcoming launch. This is Launch and Learn: Building in Public.

Predictive Scoring Model Breakdown: Cross-Sell Readiness

Scoring is a powerful tool that helps organizations prioritize their efforts and allocate resources where they are most likely to have an impact. First up, we'll be exploring Cross-Sell Scoring.

The Blueprint for SaaS Revenue Growth in 2023

In this post, we lay out a blueprint for SaaS Revenue Growth in 2023, providing insights on the most effective strategies for SaaS companies to overcome a recession and achieve success.

When and How to Update Your Customer Health Scores

What do you do when your customer health scores are no longer predictive of customer churn? Learn about how (and when) to update your customer health scores.

The Ultimate Guide to Maximizing Average Revenue Per Account (ARPA)

An in-depth look into strategies that you can use to increase their Average Revenue Per Account. We’ll explore customer revenue, total cost, marginal cost, average cost curve, active users, average order value, profit margin, and customer churn.

Six Steps to Optimize Customer Retention Forecasting

Creating an effective retention forecasting strategy is essential to understanding and mitigating customer churn, driving customer loyalty, and improving overall business performance. To accomplish this, you need to take a data-driven approach.