ChurnZero

NOVEMBER 4, 2022

The biggest upset the industry has seen as of late is investors prioritizing and scrutinizing customer retention rates. Eighteen of the top 20 SaaS companies publicly report their retention rates now as part of their K1 filings,” says Chris. As CS people, it’s in our DNA to deliver value to customers.

SaaS 98

SaaS Customer centricity Finance Best practices 98

ClearAction

NOVEMBER 5, 2017

Different visions for customer experience at different locations of your company presents a variety of problems. And sometimes customer-facing staff has a distinct customer experience vision that is at odds with their upstream value chain (engineering, IT, finance, production, marketing, supplier management, etc.).

Customer Experience 69

Customer Experience Customer centricity Morale Finance 69

SmartKarrot

MARCH 15, 2023

Increase adoption, gross retention, and net retention, develop and implement customer success strategies, playbooks, processes, and best practises that are in line with the company’s goals and objectives. Make sure your teams meet their revenue goals for upsells and extensions. Cross-Functional Team Cooperation.

Upselling 19

Upselling Engineering B2B Accountability 19

Amity

MARCH 24, 2017

If you’re in business today with a recurring revenue model, of the biggest questions you must ask is “where are the gaps in my revenue engine?” ” You may also be seeing an all-too-common trend: customer churn and/or a slowing trajectory of revenue growth. Make your main user feel like a superstar.

Accountability 56

Accountability Engineering Metrics Upselling 56

SmartKarrot

MARCH 23, 2022

Develop and deploy strategies, action plans, and playbooks to improve NPS, product engagement, and customer retention outcomes. Collaborate with Product Management and Engineering to act as the “voice of the customer.” Drive Customer Success outcomes with a premium on increasing expansion rates and reducing churn.

Brand ambassadors 19

Brand ambassadors Engineering Upselling Metrics 19

SmartKarrot

APRIL 28, 2023

Deliver top-notch support and customer service to customers via phone, email, and video calls. Work together with cross-functional teams from the sales, product, and engineering departments to guarantee our clients’ success. Examine client data to spot patterns and chances to enhance customer retention and happiness.

Upselling 19

Upselling Coaching Engineering Customer retention 19

SmartKarrot

OCTOBER 3, 2022

Serve as the escalation and resolution point for CSMs to address individual customer issues and concerns. Interact with other areas of their business to ensure customer success, such as Product and Engineering. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

MAY 4, 2022

Develop company-wide customer success processes, content, data and insights, together with stakeholders (e.g., Marketing, Sales, Product, Engineering). Work closely with the executive team to align on strategies, renewal forecasting, customer retention, coverage plans, and account opportunities (i.e. Apply here: [link].

Engineering 19

Engineering Education Upselling Accountability 19

Amity

MAY 10, 2017

To better illustrate what KPIs are and how to use them effectively, I’m going to compare your customer success team to a car. I’ll also define some of the key terms used in measuring customer success. KPIs vs Metrics. The dashboard also has warning lights for your engine, your tires, etc.

Metrics 54

Metrics Upselling SaaS Accountability 54

SmartKarrot

MAY 16, 2022

Apply here: [link] Role: Customer Success Manager Location: Rochester, MN, US Organization: HelpSystems As a Customer Success Manager, you will make regular telephone calls to develop relationships and be available to customers proactively. Assist in determining appropriate customer retention strategies.

Enterprise 19

Enterprise Upselling Metrics Engineering 19

SmartKarrot

JANUARY 25, 2022

Net Revenue Retention is a metric that indicates the stickiness of a SaaS product to its customers. It also assists as a parameter for the customer success teams to take a step towards retention, upsell or even cross-sell. . You need to show the product value to the customer.

SaaS 19

SaaS Upselling Accountability Engineering 19

Squelch

JULY 23, 2019

In a subscription business, companies must also provide a good customer experience and proactively retain customers at least long enough to recover the cost of acquiring them. To do that, you have to add continuous value to your customers; otherwise they won’t continue to pay for their subscription. What do I mean by that?

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

SmartKarrot

JANUARY 7, 2022

Influence future lifetime value through higher product adoption, customer satisfaction, overall health scores, and advocacy. Collaborate with team members to develop key metrics, including engagement, member feedback, and cost savings, to help predict and improve customer retention and expansion. Apply here: [link].

Upselling 19

Upselling Consulting Consulting Accountability 19

Squelch

JULY 23, 2019

In a subscription business, companies must also provide a good customer experience and proactively retain customers at least long enough to recover the cost of acquiring them. To do that, you have to add continuous value to your customers; otherwise they won’t continue to pay for their subscription. What do I mean by that?

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

SmartKarrot

MAY 31, 2021

Implement tools and platforms to ensure Customer Success can effectively support a 10x growth in merchants. Evaluate and implement methods to generate revenue from Customer Success through upsells and renewals. Function as the voice of the customer and provide internal feedback on how Daasity can better serve the customers.

Upselling 10

Upselling APIs Accountability Engineering 10

SmartKarrot

JANUARY 20, 2021

Build and implement a program to help customers deploy Lockstep’s best practices and get the maximum ROI from their investment in Lockstep. Implement outcomes-based processes and metrics that result in best-in-class customer and revenue retention. Manage Bugs and feature requests to closure.

Banking 10

Banking Best practices Engineering Upselling 10

SmartKarrot

JULY 5, 2021

Develop a culture of continuous improvement for process repeatability, operations scaling, capacity management, and customer satisfaction. Ensure close coordination and collaboration with Sales, Account Management and Customer Success teams to ensure customer retention and growth.

Advertising 10

Advertising Enterprise Upselling Accountability 10

SmartKarrot

JANUARY 28, 2022

Back to the present, customer success has become quite a multi-disciplinary field. We see an expansion in the roles coming up in this field, including onboarding managers, CS engineers, support, renewal managers … the list goes on. It has become easier to start a career in customer success than ever before. Isn’t it amazing?

B2B 10

B2B SaaS Upselling Metrics 10

SmartKarrot

DECEMBER 16, 2020

Generate business plans by collaborating with specialists, Engineers, and Product teams and defining business goals, key strategies, and success metrics. Understand customers’ activities, aims, and expectations from the client’s product. Work closely with customers to firmly embedded the product within their organization.

Journey mapping 10

Journey mapping Finance Upselling Coaching 10

SmartKarrot

MARCH 29, 2022

SaaS businesses have seen that customers are capable of enhancing growth if they are retained with the company. Customer retention impacts company health directly. Preventing churn has always been one of the main components of customer success. To ensure customer churn reduces, you must achieve negative revenue churn.

Upselling 10

Upselling SaaS Sales Customer centricity 10

Totango

MARCH 12, 2021

Moreover, the modern customer journey is fluid, with customers often engaging in multiple stages of the process simultaneously rather than following a single sequence. Expansion and growth: your customer’s increased engagement with your brand leads to cross-sell and upsell opportunities. Paid search advertising.

Journey mapping 66

Journey mapping Upselling Metrics Customer retention 66

SmartKarrot

APRIL 11, 2022

As a VP of Customer Success, you will be responsible for a rapidly growing Customer Success team of 45+. Improve customer retention metrics (adoption, retention, engagement). Become a Miro product champion and use this knowledge to effectively guide customers towards their desired outcomes.

Upselling 3

Upselling Engineering Metrics Customer retention 3

SmartKarrot

MARCH 8, 2022

Focused on customer happiness, Anika is passionate about developing and maintaining good relationships with customers. She has helped several companies grow and scale their business by developing streamlined customer success processes and successful customer retention strategies. Anita Toth. Erika Villarreal.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

CSM Magazine

MAY 26, 2022

With so many support, engineering, and business insights locked away in siloes throughout most SaaS companies, it’s no wonder teams defer creating a meaningful customer health monitoring strategy. Here’s what IrisAgent’s custom health score includes: Support Metrics. Product Metrics. Business Metrics.

Engineering 52

Engineering SaaS Upselling Metrics 52

ChurnZero

MARCH 31, 2023

If the vendor has been smart enough to collect aggregate data about how its customers use the product or service, it can also offer useful benchmark metrics to bolster that guidance.” That’s an outsized responsibility that requires a dedicated and expert Customer Success team. A case in point?

Benchmark 98

Benchmark B2B Accountability Consulting 98

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Engineering Upselling Marketing 0

CustomerSuccessBox

JULY 29, 2020

According to James this is the first time Customer Success (CS) has come into the spotlight and hence it a perfect opportunity for the CS community to shine and make an impact. Due to the pandemic, smart companies are focussing on customer retention and revenue retention as customer acquisition is hard now.

Upselling 52

Upselling Metrics SaaS APIs 52

SmartKarrot

JUNE 10, 2022

Deploy effective programs to promote company value with customers and design the customer journey to drive customer lifetime value. Own the execution of securing renewals across the existing customer base and measured on customer satisfaction, implementation success, and some elements of upsell.

Best practices 3

Best practices Upselling Engineering Customer retention 3

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. The range of responsibilities of Customer Success Managers (CSM) in the industry is dizzying. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. .

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

AUGUST 22, 2019

Expansion revenue consists of upgrades, upsells and cross sells. Once you have negative churn, even if you don’t bring in any new customers, the company will be able to sustain itself. . Total MRR Expansion Revenue= Revenue from ( Upgrades + Upsells + Cross sells). Pricing is a major way to engineer negative churn.

Upselling 56

Upselling SaaS Engineering Metrics 56

SmartKarrot

JULY 6, 2022

marketing by delivering customer stories and references for each customer he/she owns. Help develop the customer engagement playbook across the customer lifecycle, from kick-off to EBRs, enablement, and renewal/upsell/cross-sell. Support People.ai Apply here: [link] Role: Sr. Apply here: [link].

Government 3

Government Accountability Upselling Education 3

Nicereply

MARCH 8, 2023

Customer success is more comprehensive and has multiple goals: Foster customer loyalty. Cross-sell or upsell to existing customers. Increase customer retention. Create customers with higher lifetime value. Customer success metrics vary and span a wider range of data.

Customer Service 52

Customer Service Journey mapping B2C Metrics 52

CustomerSuccessBox

FEBRUARY 20, 2022

Customer health score gathers all the significant data of customers and analyzes the future behavior for a predictable time. Measure customer health scores to know how your customers are performing in real time. It is based upon the metrics which the business cares about. Because customers aren’t alike.

SaaS 52

SaaS B2B Accountability Upselling 52

SmartKarrot

APRIL 5, 2021

Product-led growth is necessary to optimize ROI, find customer journey bottlenecks, and increase product adoption. Product-led growth metrics help teams like marketing, sales, customer success, and product engineering understand customers better. These metrics help you create a strategy to succeed.

Metrics 10

Metrics SaaS Upselling Education 10

Tethr

JUNE 22, 2020

Tethr’s proven ability to gather rich voice of customer data as soon as you turn it on gives businesses both the insight and the actionable next step across the enterprise — from product and engineering to marketing and compliance departments, to name just a few. How, then, do you improve a customer experience pain point like this?

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

JivoChat

JUNE 15, 2021

Pricing | Install on your Shopify store : The platform is free to install, with migration costs based on the total number of orders, products, customers, and blog posts. With Shopify’s upsell and cross-selling apps , you don’t need a live customer service rep to boost your sales. Used for: Post-purchase upsells.

Upselling 52

Upselling Analytics Sales Marketing 52

JivoChat

JUNE 1, 2021

Here are important post-purchase touchpoints to keep in mind: Upselling and cross-selling emails. Before someone finishes the checkout process, there are opportunities to upsell (by offering a higher-end version of the product) or cross-sell the customer (by offering a complementary product or service).

CRM 52

CRM Advertising Chatbots Surveys 52