ClientSuccess

AUGUST 18, 2020

In the new SaaS-based economy, customer journey maps are built to help customers reach their goals and to show value. Thus, the customer SaaS journey – while varied from industry to industry – widely remains the same. A key differentiator of SaaS products is the ability to update and grow alongside customer challenges. .

SaaS 74

SaaS Journey mapping Metrics Consulting 74

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. A relic from bygone days of old-school Account Management, QBRs are a classic, but not timeless, practice; one that feels perfunctory and misplaced in today’s always-connected, data-enriched landscape. The SaaS Debate: Who Owns the Renewal and Upsell? Rethinking the Quarterly Business Review (QBR).

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

JivoChat

NOVEMBER 22, 2021

Do you have a Software as Service (Saas) company and haven’t developed any marketing strategies yet? SaaS content marketing is an important part of conquering visibility and showing the importance of your service. . The importance of SaaS Content Marketing? 10 Saas Content Marketing strategies to implement.

SaaS 52

SaaS Marketing B2B Metrics 52

ClientSuccess

JULY 13, 2021

Modern CSMs working in the SaaS industry wear a lot of hats – and we mean a lot. They’re project managers, act as a liaison between customers and other teams, escalate incidents and issues, keep customers moving forward in their project plans, and are responsible for the general well-being of customer account health.

Accountability 52

Accountability SaaS Upselling Best practices 52

CustomerSuccessBox

APRIL 19, 2021

Customer behavior analytics is becoming increasingly an important metric across all industries to understand, engage and retain customers. Further, the focus here will be to capture both user and account usage. Users are always seen as a persona belonging to a specific account. 7 Data points that will help you win over churn.

Customer retention 52

Customer retention SaaS APIs Metrics 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. Will the Customer Success and Sales roles converge, especially for large enterprise accounts?”. “To

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

Totango

JULY 21, 2020

The current COVID-19 pandemic has not been kind to many industries, and SaaS is no exception. In March of this year, SaaS stocks reached a 20 percent decline from their selling highs. The pandemic is depressing the overall economy, but there are some industries that are seeing increased demand. Stay Agile As a Company.

SaaS 64

SaaS Calibration Enterprise Customer retention 64

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Whereas DAU/MAU ratio measures the frequency of using a SaaS solution, product adoption measures *breadth* and *depth* of using a SaaS solution.

SaaS 59

SaaS Metrics Accountability industry standards 59

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. But organizing and facilitating a forum for your customers and industry to connect over the pains and passions of a shared profession is one of the most organic and authentic ways to build loyalty.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024.

Enterprise 95

Enterprise SaaS Engineering Technical Support 95

Beyond Philosophy

DECEMBER 10, 2021

Instead of complaining that people don’t use Net Promoter appropriately, Reichheld decided to present an alternative that’s an appropriate metric to hold people accountable. Reichheld also wanted it to be accounting-based because it is well regulated, and there are rules for measurement.

Airlines 273

Airlines Metrics Accountability SaaS 273

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. In the previous blog , we covered the first topic of discussion: Moving from reactive support to proactive success. Apoorva Jaswal , Technical Account Manager, Branch.

SaaS 66

SaaS B2B Education Metrics 66

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. Then, we’ll review how the freemium model has emerged as the optimal way to introduce prospects to SaaS products.

SaaS 93

SaaS Best practices Journey mapping Customer advocacy 93

Amity

JUNE 27, 2018

James shared his knowledge and experiences about this young and booming industry from working in the US and the UK. Whether you’re new to Customer Success or always keen to learn more, this blog will give you tips, teach you about CS trends, and prepare you for the future of the Customer Success industry!

Customer centricity 82

Customer centricity SaaS Education Best practices 82

Totango

MARCH 8, 2022

As customer success management has grown in importance for building SaaS customer loyalty , the number of customer success communities has grown. Gain Grow Retain is a free, open community for CS leaders from B2B SaaS companies. Professionals can share industry tips and best practices here. CS in Focus. Gain Grow Retain.

Best practices 116

Best practices SaaS B2B Marketing 116

CustomerSuccessBox

DECEMBER 4, 2018

In the SaaS world, the customer-acquisition-cost (CAC) is high and the initial payment is peanuts compared to the lifetime value (LTV) of the customer. Without a high customer retention rate, a SaaS company will shut down, no matter how great the other metrics are. That means the customer needs to renew their contract more than once.

Best practices 40

Best practices Customer retention SaaS Metrics 40

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. In many cases, a small number of B2B clients account for a large percentage of a company’s revenue, leading to a need for multiple engagement models for effective relationship management.

B2B 108

B2B Customer Experience B2C SaaS 108

Totango

APRIL 4, 2024

One tool that Katie finds helpful in her role is a RACI matrix that designates accountability to relevant stakeholders involved in a project, task, or decision. RACI stands for Responsible, Accountable, Consulted, and Informed and is a great tool for: Overcoming ambiguity. Closing communication gaps. What was the goal of the project?

Sales 89

Sales Upselling Accountability SaaS 89

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. We will be discussing all Net Revenue Retention in this blog. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it.

Upselling 52

Upselling SaaS Metrics Accountability 52

Totango

JUNE 8, 2022

OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations. Implement Composable Customer Success.

SaaS 88

SaaS Best practices CRM Enterprise 88

CSM Practice

FEBRUARY 24, 2020

Guessing has no place in a changing customer success industry. 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. 1. Average Revenue Per Account (ARPA). Customer Health Metrics.

Metrics 52

Metrics Upselling SaaS Accountability 52

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

Chief Customer Officer 70

Chief Customer Officer SaaS Education Best practices 70

Call Design

NOVEMBER 4, 2021

A webservice can minimise this risk by allowing an additional business layer that can handle multiple users and accounts and limit access to only what the webservice requires. As environments start to streamline and move to SAAS models, these costs become more obvious as the other WFM infrastructures become more efficient. Maintenance.

industry standards 148

industry standards APIs SaaS Accountability 148

CustomerSuccessBox

MAY 31, 2021

With that said, let’s look at the answer to the most fundamental question, as to how many Success managers should a SaaS company really need? The other responsibilities of a CSM includes- i) Account escalation ii)Periodic health check iii) customer advocacy iv) Renewals and upsells. What is the Ideal Number to start with?

Management 52

Management SaaS Customer advocacy Accountability 52

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. Looping in Customer Experience.

Customer Experience 97

Customer Experience Accountability Upselling SaaS 97

LiveChat

NOVEMBER 13, 2018

If you still wonder how to make a great customer success strategy , read the recent post – Customer Success Management in SaaS – LiveChat Team Strategy. Having experience in customer support or account management is nice to have and will make the work easier. Typical tasks of a customer success manager in SaaS.

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SaaS Management Feedback Customer Support 54

ClientSuccess

AUGUST 3, 2020

Over the last decade or so, the role of the Customer Success Manager has exploded, due in large part to SaaS organizations and updated onboard models. The increased visibility of the customer success function introduced the need for the customer success technology platform, and the industry hasn’t looked back since.

SaaS 81

SaaS Accountability Metrics Sales 81

CustomerSuccessBox

JUNE 1, 2021

Account managers, Product Managers but also Industry consultants and sales representatives who can actually be competent Customer Success Managers for your organization. And to know more about the roles of a CSM , check out this blog – What are the responsibilities of Customer Success Manager (CSM)? Account Managers.

Management 52

Management Consulting Consulting B2B 52

Totango

JUNE 26, 2020

The COVID-19 pandemic increased the risk of customer churn across almost every industry. The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. This reduction in cash flow is likely to increase rates of SaaS customer churn. The likelihood of a long-term decline in the U.S.

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SaaS Customer retention Best practices Telecommunications 92

SmartKarrot

MAY 15, 2023

Key Account Management (KAM) is the art of strategically managing and nurturing these vital accounts, unlocking their full potential and driving long-term growth. In this blog, we present the top seven books for Key Account Management, carefully curated to provide you with a treasure trove of insights, strategies, and practical advice.

Accountability 10

Accountability Management Best practices Customer retention 10

CustomerSuccessBox

APRIL 27, 2021

In a subscription economy, customer retention is a necessary focus for business as a SaaS customer only pays 5-15% of total potential Lifetime Value upfront, the rest will only come in as future revenue IF you’re able to retain that customer. It then uses and generates smart recommendations, the next best action for CSM for every account.

Customer retention 52

Customer retention SaaS Accountability Engineering 52

CustomerSuccessBox

MARCH 15, 2022

Imagine you’re in the peach-selling industry. Use this analogy to explain your SaaS business model. For SaaS organizations, the purpose of a free trial is to obtain a customer. In this blog, you’ll learn how to boost your free trial to paid conversion rate using some simple, effective tactics.

SaaS 52

SaaS Construction Accountability B2B 52

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. Assigning account managers. Activating accounts. Why Optimizing Your SaaS Onboarding Matters.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. a necessity.

SaaS 74

SaaS Finance Metrics Upselling 74

ClientSuccess

MARCH 9, 2020

As modern SaaS customers have changed and grown more complex over the last few years, the roles of customer success and customer experience have also changed. As part of this mission, customer success managers (CSMs) are responsible for the ongoing ‘success’ of a customer account. Looping in Customer Experience.

Customer Experience 74

Customer Experience Upselling Accountability SaaS 74

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Personal blog. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Personal blog. But he always has an entrepreneurial spirit.

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Sales SaaS CRM B2B 129