In this episode, host Thomas Lah interviews Rashellee Herrera, founder and president at CPA firm RNB Capital, who focuses on helping CEOs optimize the financial performance of their SaaS businesses. She provides an expert take on today’s SaaS environment, what SaaS companies can do to protect cash flow, and the common mistakes that many SaaS companies make.

Rashellee and Thomas discuss financial health metrics for SaaS businesses, as well as:

• Financial and business connections that executive teams must understand
• The top practices that profitable companies are implementing today
• Areas of risk assessment that CFOs may not be looking at
• The current economic environment for SaaS companies

Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Growing Your Customer Base.

In this episode, Lah and Rosenbaum discuss the development of customer success at HP, the roles of sales and customer success in the expansion and renewal motions, and cost-effectively scaling customer success.

Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, Protecting and Growing Your Customer Base today!

After years of focusing on growth at any cost, SaaS companies are now being forced to balance growth with improved profitability. Abbas Haider Ali, VP of customer success at GitHub and SaaS advisor and investor, believes that this pivot is creating a moment of truth for customer success organizations.

Today, Ali talks to TSIA’s Thomas Lah about his experience as an investor and customer success executive, and what he sees in the customer success landscape today. They discuss topics such as:

• Key questions that customer success executives must ask themselves and their teams to be successful

• The current customer success landscape
• Key levers that customer success organizations must pull to improve profitability
• Vital telemetry for customer success today
• The possibilities of AI for customer success

Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of global customer success at Microsoft.

Mike and host Thomas Lah discuss what customer success entails today and how organizations can get it right, answering questions such as:

• How has customer success changed over the past few years?
• How can companies leverage data and analytics in terms of helping customers achieve business objectives?
• What is the role of AI in delivering customer success?
• What does the digital experience look like for larger, more complex customers?
• What should somebody newer to customer success or customer success leadership be thinking about?

Today’s tech companies are struggling with the question of how to maintain corporate culture in a world where the workforce is rapidly evolving. But how do we define culture, and what are its effects?

This week, we tackle the tricky topic of corporate culture with Culture Partners’ Chief Scientist of Workplace Culture, Jessica Kriegel, discussing such critical topics as:

• What defines company culture
• How culture drives results
• Elements of a strong or weak corporate culture
• What virtual work means for culture
• How leaders drive company culture
• Managing a multi-generational workforce

Catch Jessica at TSIA World ENVISION this October 16-18! Her keynote will demystify corporate culture, providing attendees with an inspired perspective on achievable culture transformation and four actionable steps for cultivating an intentional culture that strengthens business strategy and performance.

Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technology providers. In this episode, we cover topics such as:

• How companies are breaking down silos between professional services, customer success, and support
• KPIs and future metrics for success in professional services
• How companies are pricing and packaging professional services offers
• The impact of AI and data on consulting and professional services
• The market’s current demand for customized offers

Founding a successful SaaS company has never been easy, but as of 2022, it got much harder. Valuations took a hit, investment dollars became scarce, and for the first time ever, SaaS companies actually started laying off employees.

In this episode of TECHtonic, Thomas is joined by Phil Alves, SaaS entrepreneur, CEO of DevSquad, and host of SaaS Origin Stories, a podcast where he interviews SaaS founders. In this fantastic conversation on the current state of SaaS, they discuss:

• How the current economic environment is impacting SaaS companies
• The best approach to starting a SaaS company
• How AI plays into SaaS valuations
• Whether AI will soon start to replace technical staff

Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, The Year of Profitable SaaS today!

Managed services is one of the fastest-growing revenue streams in the technology industry, and can be a bridge to recurring revenues.

Joined by Peter Lacoste, SVP of Managed Services at Dell, we shine a light on what it means to provide managed services in today's technology industry, and address the following questions:

• What is managed services and how is it different from traditional outsourcing?
• What are the best pricing approaches for managed services offers?
• How can managed services accelerate digital transformation?
• How have managed services sales evolved?
• What internal relationship is most critical for managed services success?

Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, The Evolution of Pricing Models for Managed Services today!

Edwina Fitzmaurice, Chief Customer Success Officer at Ernst & Young, gives some insight into effective customer success at a services company. They discuss the human side of customer success, as well as:

• How AI is impacting the tech industry.
• How to monetize customer success.
• What to look for in customer success talent.
• How to create a better B2B customer experience.
• How a chief customer success officer defines success.
• Why diversity is important in customer success.

About 15% of Fortune 5000 companies have a chief product officer (CPO), and we believe that percentage will only increase. We click into the role of CPO with Moe Tanabian, veteran of AWS and Microsoft, and current CPO at Cognite, discussing:

• The challenges of moving into a leadership role.
• How a CPO drives best practices.
• Differences between CPO and chief technology officer (CTO).
• Challenges of the current economic environment.
• How to differentiate your business and keep margin on the table.
• How to become more profitable as a SaaS business.

Free Executive Briefing: How can SaaS companies become profitable?