CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. In 2014, he plans to further define the role of customer success in the organization and “calm the nerves” of the sales team. Have you set your Customer Success New Year’s Resolutions yet?

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

aircall

OCTOBER 6, 2022

Since our founding in 2014, Aircall’s international customer and partner base has been growing at pace. With technology as one of the national drivers of economic growth, the speed of digitisation of its companies and the unstoppable rates of investment and adoption of SaaS solutions, it is a suitable ecosystem for Aircall.

SaaS 62

SaaS Education Marketing Technology 62

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

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 .

Sales 129

Sales SaaS CRM B2B 129

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Heath Metrics. 2. Active Users.

Metrics 52

Metrics Education Upselling SaaS 52

SmartKarrot

APRIL 13, 2020

SaaS companies have transformed the way global businesses work. Ever since its inception in the 1960s, SaaS has evolved from a mere time-sharing system to innovative and efficient applications that can be accessed on multiple computers. In this blog we’ll talk about SaaS business and top 50 SaaS companies in 2020.

SaaS 19

SaaS Engineering APIs Analytics 19

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CSM Practice

FEBRUARY 12, 2020

As SaaS businesses gain traction and customers begin to adopt their solution at scale, the next step is to drive customer expansion. READ the blog Freshworks wrote about our expansion selling framework: [link]. READ our Customer Success BLOG: [link]. Learn more about EXPANSION SELLING. Learn more about Customer Success.

Upselling 52

Upselling Customer centricity Sales Accountability 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Heath Metrics. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. READ our Customer Success BLOG: [link]. Customer Financial Metrics. Customer Heath Metrics. 2. Active Users.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. The metrics proposed in this blog provide a means to track the performance of your customer success team and its initiatives: 1. Advocacy Activity = Number of Advocacy Activities Over A Certain Period.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

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.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. READ our Customer Success BLOG: [link]. Customer Financial Metrics.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. The definition of an “active” user varies for different SaaS companies and solutions, but the goal of every company is to increase the usage frequency baseline. READ our Customer Success BLOG: [link]. Customer Financial Metrics.

Metrics 52

Metrics Accountability Surveys SaaS 52

aircall

APRIL 6, 2017

From most SaaS companies, people do not merely buy software, but rather solutions. Clearly, this is easier said than done when considering an SaaS company who conducts business in many countries and currencies around the world. Facebook purchased What’sApp back in 2014 for a dizzying $19 billion. Dave cites a relevant example.

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SaaS Advertising Marketing Personalization 84

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. He graduated from Butler University in 2014 with a B.A.

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SaaS Customer Service Contact Center Customer Experience 333

Amity

DECEMBER 20, 2013

It’s clear that customer success is increasingly important to SaaS companies and that this is only the tip of the iceberg to building customer centric organizations and cultivating the strongest customer relationships ever. Why not start 2014 off with a demo to move you forward towards your Customer Success New Year’s Resolutions?

SaaS 48

SaaS Customer centricity Accountability 48

Amity

JANUARY 6, 2014

It’s the sixth day of 2014, and the start of a brand new year signals New Year’s resolution time! Perhaps you’ve been doing customer success long enough to be considered a veteran – so why not start your own blog and share your experiences and successes with others.

Management 48

Management Finance Marketing Sales 48

CSM Practice

FEBRUARY 20, 2020

To make the shift from reactive to proactive, SaaS companies need to evaluate their data to discover actionable insights into the customer base. READ our Customer Success BLOG: [link]. In 2014, Irit founded CSM Practice , an international consulting firm providing strategy and technology services. FOLLOW us on TWITTER: [link].

Analytics 52

Analytics Customer centricity Metrics Accountability 52

aircall

JUNE 28, 2022

They had the idea of creating SaaS softwares for all the key tools that businesses use, including email, media monitoring, professional credit cards, and phone calls. 2014: The MVP. In 2014, we had an MVP: an easy-to-use phone system to get numbers all over the world and share calls across a team with collaborative features.

SaaS 147

SaaS Engineering Metrics Telecommunications 147

Natalie Petouhof

DECEMBER 1, 2015

Current LiveOps CEO, Vasili Triant, will remain at the helm of the newly acquired SaaS-based company, which will continue to operate as an independent entity focused on the ongoing development and innovation of its cloud contact center platform. The LiveOps Agent Services business, formally split from LiveOps, Inc.

Cloud contact 45

Cloud contact Contact Center contact center solutions SaaS 45

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. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult. Now onto the best of 2015!

Customer Support 35

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.

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].

SaaS 82

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

aircall

MARCH 19, 2021

It produces a customer database that is accessible by other SaaS software and systems that your company uses. Security breaches have increased by 67% since 2014 and can cost organizations millions of dollars. The post Why Access to Customer Data is Essential for Sales Performance appeared first on Aircall Blog.

Sales 62

Sales CRM Marketing Best practices 62

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. What blogs or news sites are you reading at the moment? That’s a big one that I love to read but I also follow the Amity Blog , Totango Blog , and Gainsight Blog.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

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.

Customer retention 66

Customer retention Customer effort SaaS Metrics 66

Amity

MAY 15, 2017

Customer Success seems to be the new “it” job in SaaS. This was back before SaaS companies were given that acronym -- they were called ASPs (Application Service Providers) back in the early 2000s. He would post a great piece of content from Uberflip’s blog and I would go read it or comment on it on Linkedin.

Sales 71

Sales Consulting Consulting SaaS 71

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. Blogs form a major part of our lives these days. Customer success blogs have a lot to do with customer success software and customer success association. Yes, you got it.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

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.

Sales 133

Sales Consulting Consulting Coaching 133

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. The one metric that all SaaS companies look at is churn, and we look at that religiously.

Metrics 93

Metrics Sales Best practices Customer advocacy 93