Net Dollar Retention: The One Metric SaaS Companies Should Focus On with Firaas Rashid #176
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Firaas Rashid is CEO and founder of Hook, a predictive data platform that empowers Customer Success teams. Hook is transforming B2B SaaS by providing accurate revenue predictions and intelligent, actionable insights to secure more customer renewals.
Firaas founded Hook in late 2020 and has already raised millions in funding from some of the top investors and company founders in Europe. He is passionate about changing the way Customer Success Teams operate, which we\\u2019ll go deeper into on today\\u2019s episode.
In this episode we cover:
- 00:00 - Byldd - MVP Development Agency Based in New York
- 01:11 - Intro
- 02:25 - How Hook Works Customer Success With SaaS companies
- 05:57 - Understanding Customer Success & Customer Support When Building A Team
- 08:12 - Key Measurements & Metrics To Pay Attention
- 12:13 - How Often Should We Be Tracking These Metrics
- 13:36 - How Do These Metrics Help Prevent Customer Churn
- 15:08 - Key Actions We Can Take At This Stage
- 17:55 - Structuring Incentives For Your CS Team
- 21:37 - Tips On Hiring The Right Person For A CS Role
- 26:40 - Firaas\\u2019 Favorite Activity To Get Into a Flow State
- 27:54 - Firaas\\u2019 Piece of Advice for His 25 Years Old Self
- 31:00 - Firaas\\u2019 Biggest Challenges at Hook
- 32:14 - Instrumental Resources for Firaas\\u2019 Success
- 35:12 - What Does Success Means for Firaas Today
- 37:23 - What Is A Ideal Workplace For Firaas
- 40:09 - Get In Touch With Firaas
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