UnboundB2B’s Post

The pulse of any startup isn't found in boardrooms or spreadsheets—it's in the daily rhythm of customer success stories and challenges. The most valuable insights I've gathered didn't come from market research or competitive analysis. They came from listening to our CS team share how customers actually use our product in the wild. Think about it: Customer Success teams are literally having conversations with users every single day. They hear the unfiltered truth about feature gaps, understand the workarounds customers create, and know exactly which problems are costing us renewals. Want to build a product that truly resonates? Start treating your CS team like the strategic goldmine they are. Sit in on their calls. Read their meeting summaries. Make them your first stop when planning your roadmap. Because at the end of the day, your customers' success is your product's success. And no one understands that journey better than the team walking alongside them every step of the way. #ProductManagement #CustomerSuccess #Leadership #SaaS

The latest interview in our Keeping it SaaSy blog series is LIVE! In this episode we chatted with Harry Wray, currently Global CX Strategy Director at Zendesk. 🚀 Are you missing out on untapped revenue streams? 🚀 Are you demonstrating your true value to customers? 🚀 Are your departments talking to each other in the way they should?   We had a wide ranging conversation around creating strong value narratives to drive commercial impact. Own a SaaS business? Work in Product, Sales, CX or Marketing? This one is for you! Link in the comments 👇 #creativenatives

📚 30 Game-Changing Customer Success Quotes That Will Transform Your Approach Featuring wisdom from Warren Buffett, Marc Benioff, and other business giants, including: • Actionable tips you can implement today • Real-world examples from companies like Zappos • Practical strategies to delight your customers • Expert insights on building a customer-centric culture 💡 My favorite? Warren Buffett's take: "Customer delight is the main ingredient of success. You will succeed if you have delighted customers. Don't settle for satisfied." Each quote comes with a practical tip you can use right away! Want weekly CS insights delivered to your inbox? Subscribe to The CS Café newsletter now ⬇️ https://lnkd.in/duDWs2V2 #CustomerSuccess #Leadership #SaaS #CX #Growth Which customer success quote inspires you the most? Share it below!

🌟 Understanding Customer Success 🌟 A Deep Dive In today's business landscape, customer success isn't just a department - it's a growth strategy that drives sustainable business results. Swipe through to learn: ✅ What drives customer success ✅ Key metrics to track ✅ Best practices for implementation ✅ Essential tools and technologies Save this post for future reference! Thoughts? Share your customer success experiences in the comments below! 👇 #CustomerSuccess #BusinessGrowth #CustomerExperience #SaaS #BusinessStrategy #CustomerRelations #Leadership

"Throughout the event, I kept waiting for the sales pitch, but it never came. And I truly appreciated that." - An Event Attendee Meeting your 'ICP' in flesh hits differently. At the event, my team and I (right there) set aside our marketing, founder and sales hats, and just met our clients as fellow humans. No agendas, no scripts. Just real conversations. And wow – it’s incredible how much you can learn when you let your guards down: ➝ We heard real-life challenges that reminded us how vast and complex their world is, and it humbled us to find out how little we can do to solve it all ➝ They shared org trends that no blog or ebook could ever predict or cover in the same way. ➝ They talked about product expectations that seemed obvious when they mentioned it but but were hiding in plain sight all the time. ➝ And yes, we discovered that some features we thought were game-changing were just overkill for most. But most importantly, we connected. Not just to fill our engagement OKRs, but to understand. And that connection is what truly helps us arrive at a roadmap that truly matters when it comes to enabling them in making people decisions. #b2bsaas

𝗪𝗵𝘆 𝗱𝗼 𝗴𝗿𝗲𝗮𝘁 𝗕𝟮𝗕 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝘀 𝗳𝗮𝗶𝗹? 🤔 After running A LOT of product demos, I noticed a pattern: 𝗩𝗮𝗹𝘂𝗲 𝗱𝗼𝗲𝘀𝗻'𝘁 𝗷𝘂𝘀𝘁 𝗳𝗹𝗼𝘄 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗼𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻𝘀. 𝗜𝘁 𝗯𝗿𝗲𝗮𝗸𝘀. 𝗔𝘁 𝗽𝗿𝗲𝗱𝗶𝗰𝘁𝗮𝗯𝗹𝗲 𝗽𝗼𝗶𝗻𝘁𝘀. ⛓️💥 1️⃣ 𝗧𝗵𝗲 𝗜𝗻𝗱𝗶𝘃𝗶𝗱𝘂𝗮𝗹-𝘁𝗼-𝗧𝗲𝗮𝗺 𝗕𝗿𝗲𝗮𝗸 • Users love it, but can't quantify wins • Personal productivity gains stay isolated • Managers lack evidence for team-wide adoption 2️⃣ 𝗧𝗵𝗲 𝗧𝗲𝗮𝗺-𝘁𝗼-𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻 𝗕𝗿𝗲𝗮𝗸 • Team wins don't connect to department KPIs • Middle management struggles to show business impact • Success stories stay trapped in silos 3️⃣ 𝗧𝗵𝗲 𝗢𝗿𝗴𝗮𝗻𝗶𝘇𝗮𝘁𝗶𝗼𝗻-𝘁𝗼-𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 𝗕𝗿𝗲𝗮𝗸 • Operational wins fail to link with strategic goals • ROI calculations miss critical strategic value • The broader narrative gets lost Here's what hit me: 𝗚𝗿𝗲𝗮𝘁 𝗳𝗲𝗮𝘁𝘂𝗿𝗲𝘀 𝘄𝗶𝘁𝗵𝗼𝘂𝘁 𝗴𝗿𝗲𝗮𝘁 𝘀𝘁𝗼𝗿𝗶𝗲𝘀 𝗱𝗶𝗲 𝗶𝗻 𝗽𝗿𝗼𝗰𝘂𝗿𝗲𝗺𝗲𝗻𝘁. 📖 But average features with powerful narrative chains? They become enterprise standards. 𝗪𝗮𝗻𝘁 𝘁𝗵𝗲 𝗳𝘂𝗹𝗹 𝗽𝗹𝗮𝘆𝗯𝗼𝗼𝗸? 📘 I've written a detailed breakdown on how to build translation engines that make your product's value resonate at every level. Check out the full article in the comments below 👇 #ProductManagement #B2B #SaaS #Leadership #Innovation

But what does it take to build successful BtoB SaaS products? Spoiler: It's not just about managing tasks, backlog, or ticking boxes. Ditching the term "stakeholder management," Martin gets real about building relationships before building products. His recipe? Forge genuine connections, understand the why of the people you work with, and keep the user's voice loud and clear. 🛠️ Why managing your internal team is as crucial as managing your product backlog? 🔍 How empathy can turn potential conflicts into powerful collaborations? 🚀 Tips on making every team member—from sales to customer support—an integral part of the product journey. The latest 30-minute conversation between Martin S., seasoned CPO, and Matei C. our Co-founder is now live. Check out the carousel below for the interview highlights, and don't miss the full interview on ProdCamp YouTube Channel: https://lnkd.in/eZxteW-k #ProductManagement #stakeholdersmanagement #Teamwork #SaaS

Driving Product Adoption & Customer Success: The Path to Sustainable Growth in SaaS In today’s SaaS landscape, one of the biggest challenges is ensuring product stickiness and helping customers clearly see their ROI. At the core of solving this are a few critical practices that we prioritize: Seamless Onboarding: Tailored onboarding experiences are vital to set the right tone for the customer relationship. Everything begins with the expectations set during the sales process. Constant Training & Enablement: Training isn’t a one-time activity. It’s essential to focus on the features that drive early wins and continuously re-train as customers grow with the product. Flawless Execution: Even the best strategies can fall apart without timely and effective execution. A clear product lens helps us track and achieve success milestones. Quantified KPIs: Establishing clear, measurable business KPIs during onboarding allows us to track the product’s impact and helps customers understand the tangible ROI. Proactive Customer Success: Perhaps the most critical element, proactive customer engagement ensures we stay ahead of potential issues, deliver value consistently, and provide an exceptional experience. #SaaS #ProductAdoption #CustomerSuccess #Onboarding #CustomerExperience #ROI #CustomerEngagement #Leadership #TechStrategy WebEngage

Your user onboarding experience needs to be as unforgettable as a great honeymoon. But many overlook its power. It's a missed opportunity. How to master it? 1) Give Immediate value, in the first week. 2) Build an experience for three months. It's not just about tasks; it's about building a relationship that turns clients into ambassadors. 3) Communicate when users are making mistakes, optimize their workflow based on their feedback, and personalize the messaging. For a deeper dive into transforming your user onboarding, check the full episode of Podcast-Led Growth with the link in the comments. If you want to understand the alchemy of Product-Led Growth and cut through the noise, this is your space. PS: What tools do you use for your Onboarding? Share your knowledge in the comments! #growth #saas #productledgrowth #saasmarketing #saasgrowth #b2b

This week, I’m focusing on partnerships between customer-facing teams and other key departments. Today is part 2 of a 5-part series. For customer-facing teams like Implementation and Customer Success, partnering closely with Product Management can be a game changer. This collaboration ensures that customer needs are not just acknowledged, but prioritized in the product strategy. By leveraging data and insights from frontline interactions, customer-facing teams can advocate effectively for enhancements that drive adoption, satisfaction, and long-term loyalty. Structuring the roadmap with a balanced investment across new features, customer requests, and security helps align product development with both customer expectations and business goals. For customer facing teams - here are three things to consider in supporting your partnership with Product: 1. Champion Data-Driven Decisions: Use insights from your customer interactions to back up your requests. Adoption trends, support cases, and customer feedback data can strengthen your case for prioritizing specific product enhancements. 2. Create a Unified View of Customer Priorities: Regularly consolidate insights from different customer-facing teams to identify common themes. This helps Product Management see the bigger picture and understand which investments will have the greatest impact. 3. Build Strong Feedback Loops: Establish a regular cadence of sharing insights with Product. Continuous feedback helps ensure that as priorities shift, the roadmap can quickly adapt to meet new customer expectations. When customer-facing teams and Product work together, they can build a roadmap that not only drives value but also strengthens relationships and trust. #CustomerSuccess #Implementation #ProductManagement #SaaS