CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics Education Best practices Accountability 52

ChurnZero

OCTOBER 30, 2020

Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Abel says he first met Zoom CEO and Founder Eric Yuan in 2014 when they were both in Emergence portfolio. “In

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

aircall

SEPTEMBER 7, 2022

Aircall, the cloud-based business phone , today announced the appointment of John Kinzer, experienced SaaS operator and CFO, to the company’s Board of Directors. . Kinzer brings more than three decades of experience in finance, mostly with SaaS companies.

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SaaS Finance Metrics Management 62

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. What Is the Best Compensation Plan for CSMs?

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SaaS Metrics Accountability Customer centricity 126

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Personal blog. Personal blog. Apart from handling technical issues in Hubspot, he also blogs on OnStartups.com — a top-ranking community for entrepreneurs and startup founders that hits 700,000 visitors. Noah Kagan .

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Sales SaaS CRM B2B 129

Amity

OCTOBER 12, 2016

Saas Tattler Issue 94 - Let Your Emails Be Heard! • How to Send SaaS Onboarding Emails Without Being a Nag. In this blog post, Kate Harvey put together a list of what makes a welcome email successful, with examples, and statistics (we love statistics). You will come off as direct and forthcoming. You know what is rude?

SaaS 64

SaaS Upselling Metrics Education 64

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. Moving Beyond SaaS. Generating a Deep Understanding of Business Drivers.

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Chief Customer Officer SaaS B2B Metrics 48

CSM Practice

FEBRUARY 20, 2020

A survey of 100 customer success leaders, conducted by Gainsight in 2018, revealed that the maturity level correlated with the financial metrics of the company: Reactive; GRR is 80%, and NRR is 92%. Playbooks are designed to deliver clear action plans for different metrics. READ our Customer Success BLOG: [link].

Analytics 52

Analytics Customer centricity Metrics Accountability 52

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. 2014: The MVP. And since day one, we’ve had a Slack bot that publishes our current MRR every morning.

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SaaS Engineering Metrics Telecommunications 147

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk. Now onto the best of 2015!

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Customer Support Self service Multi-channel support SaaS 35

SmartKarrot

SEPTEMBER 10, 2020

If you have been following SmartKarrot’s blogs then you would find that we have written many blogs on different roles. But this blog is specifically about Chief Customer Officer (CCO). According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. Using metrics.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Temkin Group was acquired by Qualtrics in October 2018.

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Customer Experience Customer Service Consulting Consulting 98

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. Send contextual progress reports, research reports, and relevant blogs to your sponsors to prove value and create top-of-mind awareness of your solution. READ our Customer Success BLOG: [link].

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SaaS Best practices Enterprise Accountability 82

Mindtouch

APRIL 30, 2018

With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. With the shift to a #SaaS model, the connection between your customer’s success and your success is much more direct. – Ken Lownie , Everteam. Ken Lownie, COO at Everteam.

SaaS 48

SaaS Upselling B2B Self service 48

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. What metrics do you watch closely? There are so many metrics you can look at in Customer Success.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Amity

MARCH 24, 2016

Vend hired a Chief Customer Officer in May 2014 and I think that having that voice at the executive table changed everything. As well as the ability to bring Customer Health in as a metric to actually track what our retailers are doing. What blogs or news sites are you reading at the moment? I love the community around it.

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Chief Customer Officer Metrics Surveys SaaS 91

aircall

MARCH 19, 2021

It produces a customer database that is accessible by other SaaS software and systems that your company uses. It also offers metrics customized to your industry and delivers results that are customer-centric, but also channel-agnostic, to achieve authentic 1:1 customer personalization in all your marketing and sales activities.

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Sales CRM Marketing Best practices 62

Mindtouch

MAY 14, 2018

Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program.

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Customer retention Customer effort SaaS Metrics 66

CrazyCall

APRIL 9, 2019

In 2014 Tiffani Bova was recognized as one of the most Powerful and Influential Women in California by the National Diversity Council. Jill Konrath’s clients include Microsoft, IBM, Wells Fargo, GE, EY, Hilton and her weekly blog is read by over 140,000 sellers worldwide. “ Personal blog. Personal blog. Joanne Black.

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Sales Consulting Consulting Coaching 133

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. WordPress blogs. Deployment : Cloud, SaaS, Web. Deployment : Cloud-based, SaaS, Web. The question is a loaded one. Specs : Industry : Any.

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CRM Enterprise SaaS Marketing 42