Customer success Archives - Scale Venture Partners

The Next Frontier of Customer Success Software

November 11, 2021
Sam Baker
Trends

Customer Success software is moving towards new technologies, new user interactions, and new machine intelligence-derived insights and workflows. Scale's Sam Baker on the next frontier of enterprise CS.

From $0 to $1M: What’s the Difference Between Churn and Renewal?

September 9, 2021
Dale Chang
Go-to-market, Scale Studio

Churn and Renewal are the yin and yang of customer retention metrics. Here's a quick look at how to use both metrics.

From $0 to $1M: A Common Mistake with Churn Metrics

Here's a look at one common mistake getting the Churn calculation to accurately reflect a company's business model.

Customer Retention with the Thriving-Striving-Surviving Health Score

May 19, 2020
Dale Chang
Go-to-market

SaaS businesses need to understand every customer’s unique situation right now. Here’s how to run a customer health segmentation exercise without creating a lot of friction for your customers.

Customer Retention Lessons From Early Movers in Other Industries

April 9, 2020
Dale Chang
Go-to-market

Consumer brands that quickly implemented renewal incentives provide useful tactics for enterprise SaaS startups.

Customer Success in the Customer Lifecycle

October 28, 2019
Dale Chang
Go-to-market

Best practices for Customer Success at all stages of the customer journey, with Scale's Dale Chang, Gainsight COO Allison Pickens, and KeepTruckin VP of Customer Success & Support Sam Lee.