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. Communications SaaS companies have watched the growth rate of subscriptions rise by 1.4X. Stay Agile As a Company.

SaaS 65

SaaS Calibration Enterprise Customer retention 65

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. Video content and ads.

B2B 117

B2B Journey mapping SaaS Engineering 117

CustomerSuccessBox

MAY 6, 2021

For example- In the case of renewals, the account would automatically get enrolled in a renewal playbook, they’re supposed to make sure the playbook for the account gets completed in X days. The CSM for the account explains the plan . If that doesn’t happen, you escalate to your manager and so on. is completed.

Customer retention 52

Customer retention SaaS Calibration Analytics 52

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

OCTOBER 11, 2021

One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Continuous Onboarding.

Education 97

Education SaaS Accountability Enterprise 97

ChurnZero

NOVEMBER 18, 2021

To truly engage your customer-students, they must take ownership of their learning and be held accountable to its pursuance. But in the SaaS world—where users rely on technology to make their life easier—if users have to fight to understand the tools that were purchased to help them, they can quickly lose faith in them.

Education 52

Education SaaS Real estate Self service 52

ClientSuccess

MAY 8, 2020

Dear SaaS CEO’s, Now, more than ever, is the time to double-down on your customers AND customer success within your company. . I’m one of you because I’m a fellow SaaS CEO. If you’re a SaaS CEO in an ideal industry such as video conferencing, collaboration, health-tech, ed-tech, etc., Let’s think this through.

SaaS 83

SaaS Engineering Sales Accountability 83

Totango

OCTOBER 11, 2021

One key to higher adoption is extending the onboarding process beyond the initial account set-up phase. Setting up a new customer’s account is rightly emphasized as a key part of the onboarding process and a foundation for further SaaS adoption. Continuous Onboarding.

Education 78

Education SaaS Accountability Enterprise 78

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. Communication can be via call, video conference or via email.

Best practices 40

Best practices Customer retention SaaS Metrics 40

CSM Practice

MAY 13, 2020

SaaS companies also need to shift their focus to customer success and operationalize customer-centricity. ? Get Updates about your Customer. SaaS businesses must also be prepared to make quick changes to their offering in favor of customer needs as we navigate these uncertain times. 3. Adjust Your Metrics and KPIs.

Best practices 128

Best practices SaaS Customer centricity Finance 128

CustomerSuccessBox

MARCH 18, 2020

For accounts where weekly or even monthly calls don’t make sense, quarterly business reviews (QBRs) can be a great way to maintain the customer relationship. Video calls : We live in the age of Zoom , Google Hangouts and Webex. So you have no excuses for not doing a video call with your customers. The post Can’t travel?

Management 115

Management SaaS Upselling Accountability 115

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. The community posts content, videos, CSM templates, reviews, and announcements of events and fundraisers.

Best practices 117

Best practices SaaS B2B Marketing 117

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? The quotes are used in blog posts, ebooks, on social media, across the website, and in many more locations. Or manually look up active accounts and reach out individually. Here’s the comparison: Control. Winning Headline.

Marketing 109

Marketing SaaS Sales Surveys 109

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

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. Here are three considerations to take into account to help improve your digital CX: 1.

Customer Experience 78

Customer Experience SaaS Chatbots Accountability 78

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Steli Efti is also known for his video shorts that cover a vast amount of topics in sales, ranging from cold calling strategies to tips on how to get more referrals. … Personal blog. Personal blog. CRM, for example. Noah Kagan .

Sales 129

Sales SaaS CRM B2B 129

ClientSuccess

DECEMBER 23, 2019

Customer sentiment and satisfaction with the different touch points and engagements with a vendor is called the Customer Experience , aka CX, and it’s one of the main pillars of customer success for any SaaS organization. Here are three considerations to take into account to help improve your digital CX: 1.

Customer Experience 69

Customer Experience SaaS Chatbots Accountability 69

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

SmartKarrot

MAY 11, 2022

The first lesson a B2B SaaS (Software as a Service) marketer learns about account-based marketing tactics is that you cannot possibly target each customer in your niche. This is the hard truth of account-based marketing strategy. Develop and execute targeted marketing for key accounts. The answer is quite simple.

Accountability 10

Accountability Marketing B2B SaaS 10

CustomerSuccessBox

JANUARY 22, 2021

Your organization might have travel budget restrictions or you’re handling just not a dozen accounts but more than a hundred accounts or the restrictions and regulations imposed due to the recent global pandemic. Customers today have many options to choose from, especially in the SaaS space. Always get on a Video Chat.

SaaS 52

SaaS Accountability Technology Management 52

Momentum Telecom

MARCH 30, 2020

Collaboration software – tools that make it a cinch to meet via voice and video, chat and more – is another piece. Take, for example, Momentum Mobility or Momentum Collaborate for larger conference calls and video meetings. But a fast internet connection is just one piece of the work-from-home puzzle.

Abandon Call 97

Abandon Call Morale Government Analytics 97

CSM Practice

DECEMBER 8, 2019

Customer churn is a vital metric for the success of any SaaS company and its customer success team. Churn directly affects the sustainability and growth of SaaS businesses as small monthly increases in churn percentage can compound over time and drastically reduce revenue. Step 2: Map the Top 10 Reasons with Accounts.

SaaS 88

SaaS Customer retention Accountability Feedback 88

Totango

JUNE 3, 2022

Link to helpful articles, FAQs, or videos]. Renewal reminder emails are vital for SaaS subscription services. You can set up your email autoresponder to limit the number of renewal reminders when customers have multiple accounts, or other data parameters are met. Sincerely, [CS Manager Name]. Sincerely, [CS Manager Name].

Feedback 110

Feedback SaaS Surveys Accountability 110

CustomerSuccessBox

APRIL 19, 2022

In this hyper-competitive SaaS world, businesses that have enhanced customer experience make it to the top 10% of the SaaS businesses that are able to achieve 125%+ MRR(Monthly Retention Rate). Once the prospect is qualified as a lead, an account executive will further develop this prospect into a sale. Onboarding Stage.

Metrics 52

Metrics Analytics SaaS Journey mapping 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

Aspect

JANUARY 3, 2018

The benefits of Software as a Service (SaaS) available from the cloud are inescapable, whether you are operating a contact center or an accounting firm. Continuous and Seamless Upgrades – Updates to large on-premises software systems such as CRM, ERP, accounting and customer service can be expensive and disruptive.

Cloud contact 91

Cloud contact Contact Center SaaS CRM 91

Mindtouch

FEBRUARY 7, 2017

Whether you call it cloud software or SaaS, one thing is clear: the cloud has changed the way all business operates. From high-growth tech startups to legacy enterprise corporations, SaaStr’s Annual conference for SaaS experts hosts a wide spectrum of attendees united by technology, tactics, and direction.

Customer advocacy 48

Customer advocacy SaaS Enterprise Accountability 48

ClientSuccess

NOVEMBER 1, 2018

Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further. In the hunt for the answer, Patrick looked at nearly 5,000 SaaS companies to see what actually has a bigger impact on a business: churn or revenue. and identify how much each account is worth towards this goal.

Upselling 61

Upselling SaaS Accountability Analytics 61

ClientSuccess

MAY 26, 2020

Nearly every single SaaS organization was forced to switch to fully remote operations over the last few months, moving everything from product to sales to, yes, customer success online. If your team isn’t already taking advantage of video meetings with customers, we encourage you to give it a try. If your team was.

SaaS 69

SaaS Government Personalization Accountability 69

Totango

AUGUST 18, 2021

In this blog, we’ll cover what freemium onboarding email sequences are before we take a closer look at what types of emails go into successful onboarding campaigns. A freemium onboarding email sequence is a series of emails sent automatically to new freemium users to provide an orientation to your SaaS product and your brand.

Best practices 116

Best practices Benchmark SaaS Enterprise 116

CSM Practice

JUNE 19, 2019

Increasing perceived value during customer training will typically result in account expansion for existing customers and improve user adoption for new features. For example, we were hired to determine the best onboarding strategy for one of our SaaS clients that needed to scale their customer success operations.

Education 67

Education SaaS Feedback Accountability 67

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Marketing 10

Nicereply

JULY 13, 2021

They provide B2B SaaS solutions for brands and manufacturers globally. Loom is a B2B and B2C video software company. This concept has become increasingly popular in SaaS products because all the data is centrally stored, and using your customer experience data is an excellent way to reduce customer effort and frustration.

B2B 98

B2B B2C SaaS Technical Support 98

CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. But someone needs to be responsible and held accountable for the results and ROI of customer success.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

SmartKarrot

SEPTEMBER 15, 2022

SaaS (Software as a Service) solutions have revolutionized how businesses and enterprises interact with computing platforms. SaaS is broad in its range of applications, allowing users a lot of freedom and control over how they evaluate their software. But not every SaaS solution is created equivalent. And how can SaaS help?

SaaS 10

SaaS Enterprise voip B2B 10

CustomerSuccessBox

JUNE 21, 2022

The general agreement is that successfully onboarding a customer on a B2B SaaS platform involves ensuring the customer knows how to use your product. Start including personalized onboarding videos in your emails that offer different information and recommendations based on the customer’s data. Customer Education.

Education 52

Education Customer retention Sales B2B 52

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. This may be after a year when customers have fully adopted the product and your interaction allows for account expansion. ?. READ our Customer Success BLOG: [link]. Qualitative Data.

Upselling 52

Upselling Customer centricity Sales Accountability 52