ClientSuccess

JULY 30, 2020

Over the last few years, one platform – Customer Relationship Management (CRM) – has reigned supreme as the ‘must have’ solution for marketing, sales, and operational teams. Sometimes, moving from a clearly defined, automated sales process that a CRM can provide to a less-regimented onboarding process can throw customers off track.

CRM 54

CRM Sales Journey mapping SaaS 54

CustomerSuccessBox

MAY 6, 2021

From the last couple of weeks, we’ve been writing about the importance of customer retention , key metrics to track and how Customer Success can help you drive retention, and whether your organization is ready to implement Customer success software. . Step 2 – Project Readiness. is completed. Step 3- Configuring Health score .

Customer retention 52

Customer retention SaaS Calibration Analytics 52

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Practice

JUNE 4, 2021

Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . As a Customer Success team leader, Sasaki uses two of the above metrics in his period employee reviews: . Net promoter score (NPS).

SaaS 52

SaaS Upselling Metrics CRM 52

ClientSuccess

NOVEMBER 24, 2020

While the customer success world (and the larger SaaS economy in general) has experienced its fair share of ups and downs this year, the industry will be even more prepared in the future. . Customer success will go from an important part of the SaaS industry to one of the most critical parts of the industry.

SaaS 113

SaaS Finance Metrics CRM 113

ClientSuccess

JANUARY 4, 2019

For SaaS customer success teams having a 360-degree view of customer health is vital to renewal and expansion success of their customers. The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. 6 Customer Success Health Scoring Metrics. Hot Topic—Customer Health Scoring.

Metrics 53

Metrics SaaS Accountability Customer advocacy 53

ClientSuccess

OCTOBER 12, 2022

In today’s modern SaaS landscape, customer-focused teams constantly look for new ways to innovate and grow. How does it impact critical metrics like growth, renewal rates, and customer churn? Of course, big numbers like cost savings are critical, but what about other metrics driving customer satisfaction, renewals, and upsells?

SaaS 76

SaaS Upselling Metrics CRM 76

delighted

SEPTEMBER 21, 2021

What customer engagement metrics should I care about? For example, a visitor finds a blog post on your website, reads it, then leaves without clicking anything on the page. This includes: Website analytics and dashboard software Customer relationship management software (CRM). Customer relationship management software (CRM).

CRM 83

CRM Metrics Analytics Feedback 83

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

CrazyCall

SEPTEMBER 4, 2018

With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 Steli Efti is the co-founder and CEO of Close.io, the CRM that helps sales teams close more deals. Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM.

Sales 129

Sales SaaS CRM B2B 129

SmartKarrot

JULY 8, 2020

Building a successful SaaS business is a herculean task that comes with a unique set of challenges. The wide range of SaaS solutions available in the market makes it difficult to woo new customers. This, in turn, requires you to track various metrics to boost customer retention and maximize revenue. . Source: Impact.

SaaS 10

SaaS Analytics Metrics Customer retention 10

ClientSuccess

NOVEMBER 9, 2022

For many in the SaaS world, operations roles are not a new concept. For example, an operations resource on a sales team will often be the go-to person for building workflows and creating processes within a CRM. . Toolkit: Customer Success Metrics Toolkit. Data is the driving force of any successful operations strategy. .

SaaS 68

SaaS Metrics CRM Sales 68

ChurnZero

FEBRUARY 17, 2022

And the reality is, it doesn’t matter if we are talking about adopting a new email client, a new Customer Success software, a new CRM, a new HR portal—heck, even an unexpected update to your favorite web browser can create adoption paralysis. Trust me on this one, your CRM is not enough. Tip #4 for CSMs: demand visibility.

CRM 98

CRM Chief Customer Officer SaaS Morale 98

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores. Toolkit: Customer Success Metrics Toolkit.

SaaS 65

SaaS Metrics Accountability CRM 65

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Education 52

Education Upselling Consulting Consulting 52

JivoChat

MARCH 10, 2022

Why are blogs on certain topics doing exceptionally well? Your CRM tool holds a massive database. Many tools help you create personalized email marketing campaigns and offer integrations with your CRM tools such as ActiveCampaign and MailChimp. Your social media automation tools can give you relevant data on these metrics.

Marketing 75

Marketing Real estate Advertising Telemarketing 75

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. We hope that our blog helps to simplify and guide you. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well.

SaaS 81

SaaS Best practices industry standards Consulting 81

CrazyCall

AUGUST 8, 2019

In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts. Inbound call center metrics: Inbound Call Volume. Outbound call center metrics: Outbound Calls per Day. Transfer rate.

Call Center 52

Call Center Metrics Abandon rate Management 52

JustCall

APRIL 5, 2023

In this blog, we will explore what customer success management is about, the instrumental role its software plays in driving customer success, as well as the various customer success management tools utilized in this endeavour. Additionally, managers also utilize the CRM software to help them standardize and automate these interactions.

Management 52

Management CRM Analytics Customer retention 52

ClientSuccess

FEBRUARY 1, 2021

Customer success teams with little to no technological support are looking to invest in a solution for the first time, while other teams may be looking to transition from a sales-focused CRM to a more dedicated account management solution. eBook: The Ultimate Guide to SaaS Customer Success Metrics.

Accountability 104

Accountability SaaS Education CRM 104

Hodusoft

MAY 11, 2022

A cloud IP PBX is the latest business communication solution that falls under the category of Software-as-a-Service (Saas). Cloud-based PBX helps in integrating CRM platforms, thereby providing swift adaptability for employees. The blog covers all the important factors differentiating on-premise PBX and hosted IP PBX solutions.

voip 98

voip Analytics industry standards Government 98

Amity

APRIL 25, 2016

The Glide Consulting Blog. Every Thursday he publishes a new blog post about his wins, fails and lessons learned along the way. The Groove Blog. Follow her weekly blog posts on Customer Success best practices. The Gainsight Blog. C CO Council Blog. The Gainsight Blog. C lientSuccess Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

ProProfs Blog

AUGUST 6, 2021

Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . Whether you are an entrepreneur looking to get super-productive teams or an HR professional striving to retain your valuable employees, this blog is for you.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

ClientSuccess

MAY 11, 2021

Customer success managers working with SaaS products have a lot on their plate. From integrating all CRM, support, billing, and product data into a single location, a dedicated customer success platform allows you to log in once and manage all of your projects. This is where a customer success platform comes into the picture.

CRM 54

CRM Upselling SaaS Metrics 54

ChurnZero

OCTOBER 15, 2021

Customer Success gradually, then suddenly, became essential to SaaS companies. Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. Then, by the third meeting, they said, ‘Oh, by the way, what are your customer metrics?’ The VC firm gave me the term sheet.

Benchmark 97

Benchmark Metrics Chief Customer Officer Sales 97

JivoChat

JANUARY 15, 2023

A lead could be anyone who has asked a question about a product on your ecommerce site, to someone who signed up for a demo of your SaaS product. Most live chat tools can also be connected with your CRM system, so you can easily track leads through your sales pipeline and always provide each person with the most relevant buying experience.

Best practices 75

Best practices B2B Sales Multichannel 75

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. This blog will discuss takeaways and trends in customer success about one of the most popular tools – the customer health score. The customer health score is more common by 30% in SaaS vs. On-Premise or services organization.

Surveys 64

Surveys SaaS Benchmark Upselling 64

OctopusTech

MARCH 1, 2023

Choose and focus on the right metrics Inbound call centers have so many things they can measure that it’s tempting to make each measurement equally important. That can lead to data overload and the really important metrics can get lost in the shuffle. Call center agents benefit greatly from having access to reporting metrics.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

ClientSuccess

AUGUST 28, 2019

Customer success is now one of the driving forces behind recurring revenue for SaaS organizations. As the role itself has become more important, the metrics and processes associated with the role have started to pick up as well. Aggregate team metrics into insightful reports. Create manageable workloads. .

SaaS 58

SaaS Metrics CRM Accountability 58

ProProfs Blog

DECEMBER 7, 2021

In simple terms, it is a metric that calculates how much a business can expect to earn from an average customer over their relationship span. Customer lifetime value (CLV or CLTV) is the metric that represents the total money or income a business can expect from a customer during their association. What Do You Need to Calculate CLV?

Metrics 78

Metrics Customer retention Surveys Analytics 78

ClientSuccess

OCTOBER 26, 2020

As your SaaS business grows, you’ll need to establish processes to ensure existing customer revenue and growth are achieved. What numbers/metrics should be known? For sales organizations of all sizes, establishing “checks and balances” to ensure new business growth is incredibly beneficial for executive management.

SaaS 74

SaaS Coaching Metrics Sales 74

ChurnZero

FEBRUARY 17, 2022

And the reality is, it doesn’t matter if we are talking about adopting a new email client, a new customer success software, a new CRM, a new HR portal—heck, even an unexpected update to your favorite web browser can create adoption paralysis. Trust me on this one, your CRM is not enough. visibility into Net Revenue Retention (NRR).

CRM 52

CRM Chief Customer Officer SaaS Morale 52

Nicereply

DECEMBER 7, 2022

For example, if you’re selling a SaaS product, you may give your customer success team a guide to SaaS marketing , covering your business’s whole mental, emotional, and behavioral customer journey. Net promoter score – A metric that measures how loyal, satisfied, and interested customers are in a company.

SaaS 52

SaaS Morale Feedback Accountability 52

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. We hope that our blog helps to simplify and guide you. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. We hope that our blog helps to simplify and guide you. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. We hope that our blog helps to simplify and guide you. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well.

SaaS 48

SaaS Best practices industry standards Consulting 48

Amity

JULY 13, 2016

The misconception with SaaS is that there is no longer a need for a team of this nature in today’s organization. We hope that our blog helps to simplify and guide you. However, there are a number of resources on SaaS, growth, retention, and Customer Success with valuable insights that you should be tapping into as well.

SaaS 48

SaaS Best practices industry standards Consulting 48