“We were both young when I first saw you” 🎤 “Love Story” by Taylor Swift One of the ways that SaaS massively expanded the Total Addressable Market of software companies is by creating an efficient way to serve customers across all sizes. At Gainsight, we certainly have large customers, but it turns out that our younger clients are a big part of our growth: 👩🏾💼 55% of our customers are < 500 employees 💯 33% of our clients have < 20 CSMs Why is this relevant? SaaS allowed us to serve #CustomerSuccess teams from 50 person startups to Fortune 500 organizations like IBM, Workday and ADP. And our smaller clients often turn into big ones - directly or indirectly. Workday has been a client since 2013 - and grew a LOT during that time. Many of our biggest deployments came as the result of a large company acquiring one of our customers. How have your smaller customers helped your business? How do you balance small and large clients?
Ayush Kanaujia 🚀
5mo
Love your T Swift references,Nick Still remember the TS reference that you used at your last SaaStr talk - “be yourself and believe in what you do but also believe in your mistakes and learn from them”
the Swiftie community at large salutes you sir
Customer Success, Retention & Expansion | DEIB Advocate | Innovator | Rainmaker
5moLong tail customers are incredibly valuable and provide tremendous opportunity for growth, but also help to diversify your customer base to offset potential downward shifts from your whales. A lack of customer success for either a) customers that don’t “pay” for it or b) aren’t considered mid-market and above, is a big gamble and a missed opportunity.