Totango

AUGUST 16, 2022

Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn. For example, you can use automated monitoring of client accounts to track user adoption rates.

Customer retention 100

Customer retention Upselling CRM SaaS 100

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Customer satisfaction and feedback surveys. Subscription renewals.

SaaS 106

SaaS Journey mapping B2B Feedback 106

PeopleMetrics

FEBRUARY 25, 2021

is a weekly live webinar session where experts from our team answer YOUR questions about customer, employee and patient experience measurement and management – and sometimes we show you how you can achieve your goals using tools within our experience management platform. The new features we're adding this year. Watch on YouTube. ? ? ?.

Management 108

Management SaaS Surveys Feedback 108

Totango

JANUARY 4, 2019

Customer expectations and demands on enterprises have never been so high, or so personal—especially for SaaS companies who are at the forefront of both the modern wave of technology and the new customer-centricity business model. Now more than ever, winbacks, upsells, renewals, referrals, and feedback cannot be passive items on a checklist.

Customer centricity 79

Customer centricity SaaS Marketing Enterprise 79

Totango

JUNE 3, 2022

Two of the biggest tasks for customer success managers is keeping customers engaged and generating feedback to ensure they are satisfied. An excellent opportunity to engage clients is inviting them to an event, such as a webinar or seminar. The webinar is available at [date, time]. Feedback Request Email Template.

Feedback 110

Feedback SaaS Surveys Accountability 110

Education Services Group

JANUARY 28, 2022

Let’s just say if you missed our first Customer Success Unlocked webinar of 2022, you’re going to want to keep reading and watch the session on-demand ! You would never even imagine that a surgeon would do that, but that’s the way that we run our SaaS businesses. Watch the recording of this webinar to catch up on the full conversation!

Feedback 52

Feedback Sales SaaS Marketing 52

Kayako

FEBRUARY 4, 2016

They hand them off to sales, sales carefully handles the customer through their many segments and moves them into their first account. For SaaS companies, growth and reducing customer churn is vital for survival. Sign up for the webinar. Make sure you sign up to the webinar and find out how to never lose another customer.

SaaS 48

SaaS Accountability Feedback Sales 48

ChurnZero

DECEMBER 14, 2022

The entries we received were outstanding, exemplifying the power of CS as a revenue-driving growth engine for SaaS and subscription businesses, and the potential of Customer Success software to fuel standout results. Boosting account renewals and expansions using data and automation. Adoption Hero: Cision.

SaaS 98

SaaS Accountability Feedback Customer advocacy 98

ClientSuccess

JUNE 17, 2019

In today’s world of SaaS customer success, most CSMs and/or Account Managers are held to some sort of revenue goal. This is what’s commonly known as joint account planning. Joint account planning takes customer success a step further by analyzing and strategizing how a specific customer account could grow.

Accountability 42

Accountability Upselling SaaS Feedback 42

ClientSuccess

JANUARY 25, 2021

The old adage that ‘your current customers are your best marketing tool’ still holds true, even in the age of digital marketing and SaaS vendors. Your current customers know your product inside and out and, hopefully, have seen firsthand the value your solution provides and the support of your account management team.

Customer retention 81

Customer retention Marketing SaaS Accountability 81

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. CX Journey. Sixteen Ventures.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

ClientSuccess

AUGUST 10, 2022

This Customer Success Score should take into account multiple KPIs, including: Product and platform usage rates. User feedback and NPS. Customer sentiment and account health. Modern customer success teams need a single source of truth that shows a customer’s overall health and success with a glance.

Metrics 78

Metrics SaaS Customer retention Accountability 78

ChurnZero

AUGUST 14, 2020

They focus on opportunity management – like the manual activities that typically exist within accounts. Get direct access to CRM data, such as accounts, contacts, opportunities, cases, subscription data (renewal date, license count, total contract value, etc.) What is a CRM? Who owns it? Sales or Sales Operations. Who owns it?

CRM 87

CRM Finance Upselling Accountability 87

ClientSuccess

NOVEMBER 2, 2022

Bridging the gap between customers and a product team is critical, from managing customer implementations to ongoing account maintenance. SaaS organizations are focusing more on maintaining and cultivating long-term customer relationships than ever before, and CSMs are at the forefront of these efforts.

Customer retention 70

Customer retention Upselling SaaS Accountability 70

ClientSuccess

JULY 27, 2021

While customer success is a necessary function in any SaaS organization, there can sometimes be a sense of confusion around the importance of customer success, especially at an executive level. Monitoring long-term revenue trends: customer accounts can fluctuate, especially if there is uncertainty or instability in the market.

SaaS 64

SaaS Metrics Best practices Feedback 64

ClientSuccess

OCTOBER 25, 2021

For many SaaS vendor teams, the industry landscape has become so competitive over the last few years (and especially during the past 18 months) that every single customer interaction counts more than ever. Some metrics to help measure customer sentiment include: CSP sentiment, including direct feedback about the partnership from the CSP.

Metrics 64

Metrics Upselling SaaS Education 64

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . Webinar: Why Continuous Onboarding is Critical for Your Business.

Best practices 65

Best practices Metrics Feedback SaaS 65

ClientSuccess

JANUARY 10, 2020

Here are some actionable ways to deliver amazing SaaS onboarding experiences to customers: Join customer conversations early. . Ask for feedback – and take this into account. . Gathering feedback after an onboarding session can go one of two ways. . Webinar: Why Continuous Onboarding is Critical for Your Business.

Best practices 64

Best practices Metrics Feedback SaaS 64

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. At each stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey.

Best practices 89

Best practices Accountability SaaS B2B 89

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Start with simple self-paced courses, in-product guidance, and live online webinars and workshops.”

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 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

ClientSuccess

MAY 18, 2021

But for other departments and groups within your company – and, indeed, for customer success as a function – feedback and advice from customers can be crucial to determining the future state of your organization and product. . Webinar: Why You Need a Customer Advisory Board. Ready to learn more? Toolkit: Customer Journey Toolkit.

Customer centricity 65

Customer centricity SaaS Feedback Marketing 65

ChurnZero

JUNE 27, 2023

It’s worth noting that organizing data is considerably easier if your company uses a unique account identifier—that is one code that uniquely identifies a customer universally across all company systems. In terms of data accuracy, the account fields and contact fields are the most important. Marketing is another key partner.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

Totango

MARCH 10, 2020

Prioritize Escalations and Cherish Feedback. Prioritize Escalations and Cherish Feedback. The customer-centered economy created by the rise in SaaS and subscription services places the customer firmly in control of their partnership, so when they speak we must listen. Create a free trial account to get started today.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

ClientSuccess

MAY 25, 2021

Over the past few decades, customer success has become synonymous with ongoing success for SaaS organizations. Customer satisfaction, account growth, and renewals have become some of the foundational elements of any long-term success strategy, right alongside a robust sales program. Executives. Other Departments .

Upselling 52

Upselling Accountability SaaS Coaching 52

ChurnZero

DECEMBER 29, 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? 31 st Fastest Growing SaaS Company on SaaS Mag’s list.

SaaS 98

SaaS Chief Customer Officer Upselling Metrics 98

ChurnZero

SEPTEMBER 14, 2021

As Bryan Neale, Founder of Blind Zebra , said in our webinar on selling for people who don’t love sales : “If you don’t want to come off as pushy, if you don’t love selling, you need to carry really strong intentions to be helpful to others.” . Check out our webinar on selling for people who don’t love sales. .

Sales 94

Sales Upselling Morale SaaS 94

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. These teams should be allowed access to direct customer feedback and data, so they understand their needs and act on it. ? Listen More, Respond Immediately.

Best practices 128

Best practices SaaS Customer centricity Finance 128

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. Cheers, Reminder Invite to a Webinar. ” Webinars allow you to provide more value to your customers while also allowing for more possibilities for expansion revenue.

APIs 52

APIs Accountability SaaS Marketing 52

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Product webinars. Consideration.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

ChurnZero

JUNE 12, 2020

Who ensures the renewal process happens for all your accounts? Aspire Business Development breaks down McKewon’s point : “ When you’re not focused, strategic, and accountable for how you spend your time and efforts, the end result is going to be lots of wasted effort, false progress, frustration, and reduced success.”.

SaaS 80

SaaS Metrics Customer retention Analytics 80

CustomerSuccessBox

NOVEMBER 16, 2021

CS ensures the customer is at the center of the business strategy of modern B2B SaaS firms. It’s important to engage the key stakeholders in the account “from day 1.” ” Webinars. Webinars , strictly speaking, is a marketing tool. Suggested Read : 5 Most Popular webinars of CustomerSuccessBox.

Management 52

Management Feedback Upselling B2B 52

ClientSuccess

DECEMBER 21, 2021

Customer engagement: if your customers are quietly trucking along with no input, feedback, or questions, this could be a sign of low engagement. Average number of engaged contacts: every customer account has a handful of key contacts or stakeholders driving your project on their side. eBook: ClientSuccess Ultimate Guide to Metrics.

Metrics 100

Metrics Upselling B2B SaaS 100

Amity

DECEMBER 9, 2016

Are enterprise clients most concerned with security, uptime and having access to an account manager? Monitoring Twitter in a Slack channel for any questions about the company, product, or brand can also prove to be a real-time source of pain points—as well as positive feedback. Here’s the comparison: Control.

Marketing 109

Marketing SaaS Sales Surveys 109

Amity

DECEMBER 18, 2017

In this SaaS day and age, using, switching, or even creating a product has become like a walk in the park. This means that your client is not just yours alone but may be very busy talking to reps from other SaaS companies. For instance, a new office and team expansion give you an opportunity to grow the account.

SaaS 87

SaaS industry standards Accountability Feedback 87

ChurnZero

DECEMBER 18, 2020

Hoping to shed light on the current state of Customer Success and its influence within B2B SaaS organizations, ChurnZero along with ESG and Higher Logic, invited Customer Success leaders to participate in a survey to learn more about the top initiatives and issues facing this function today. So asking, “Hey product, what are you measuring?

Chief Customer Officer 87

Chief Customer Officer Finance SaaS Benchmark 87

Totango

NOVEMBER 5, 2021

During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What helped you build your customer journey map and what were the main factors you took into account? Sometimes there are several contacts associated with an account.

Journey mapping 111

Journey mapping Accountability Marketing Metrics 111