ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. Can you help me get that metric? I’m amazing at that.

SaaS 52

SaaS B2B Upselling Metrics 52

CustomerSuccessBox

JUNE 15, 2020

As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. For the first webinar we had Ari Hoffman, Director of Customer Advocacy, Coveo discuss Customer Success Strategy for an economic downturn with Puneet Kataria, Founder & CEO of CustomerSuccessBox.

SaaS 64

SaaS Customer advocacy Construction Metrics 64

ChurnZero

JUNE 27, 2023

A digital approach is key to improving business growth metrics such as net revenue retention (NRR) and gross revenue retention (GRR). For example, surprise and delight customers in onboarding by sending them a video from your CEO welcoming them. The answer is simple: you need a digital-first strategy. Note: Click on image to enlarge.

Journey mapping 52

Journey mapping SaaS Customer advocacy Finance 52

CSM Practice

MAY 16, 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 52

Best practices SaaS Customer centricity Finance 52

ChurnZero

AUGUST 9, 2019

How to avoid this mistake: Watch this video for more insight about being reactive versus proactive. If you want to learn more on the topic of planning out your day as a CSM, take a listen to our on-demand webinar – A Day in the Life of a Customer Success Manager Using ChurnZero. Upcoming Webinar.

Management 58

Management SaaS Metrics outsourcing 58

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. Webinar Software. What is webinar software? Who Owns SaaS Customer Expansion and Renewal?

CRM 87

CRM Finance Upselling Accountability 87

Help Scout

AUGUST 11, 2021

For instance, if reading blogs isn’t most effective for you or members of your team, Bill also offers recordings and materials for his workshops, a reading list, and references to videos and audio recordings that you can listen to. Videos and documentation around historical presentations. Motivational quotes on customer service.

Customer Service 80

Customer Service Coaching Education Best practices 80

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about.

Gamification 98

Gamification Marketing Metrics Sales 98

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. Let’s look at what we are… To get started, we have an intro video if you’re more of a movie buff. This video will walk you through how to manage playbooks effectively.

APIs 52

APIs Accountability SaaS Marketing 52

ClientSuccess

AUGUST 21, 2019

Today’s SaaS companies are on a mission to constantly provide amazing products and value to customers. In order to do this, most SaaS platforms require ongoing updates and new feature releases to both keep up with changing customer needs and ensure the technology is running at maximum capacity.

SaaS 45

SaaS Best practices Accountability Personalization 45

ChurnZero

JULY 16, 2021

Today’s customers expect (and sometimes demand) a never-ending wheel of attraction, engagement, and retention after purchasing both the simplest and most complex of SaaS offerings. ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. Q&A Recap.

Journey mapping 98

Journey mapping Accountability SaaS Education 98

Totango

MARCH 10, 2020

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. Always be prepared to speak to your customer of the next phase of their growth and development, and have a range of resources on hand to push them along, including.

Customer Experience 93

Customer Experience Upselling Feedback SaaS 93

Amity

FEBRUARY 2, 2016

The nature of the SaaS model means that there is a very direct relationship between your company’s ability to achieve its corporate goals and your customers’ ability to achieve their goals. The Software as a Service (SaaS) model, moved the customer into the driver seat, and they are not going to give it up. The best part?

SaaS 80

SaaS Education Customer retention Sales 80

CustomerSuccessBox

JULY 29, 2020

CS teams should maintain consistency with the metrics (like retention, upsell, NPS) but the targets should be discussed to make them achievable in these times. But the metric that is prioritized the most shows the focus of the organization and what different teams in the company should prioritize.

Upselling 52

Upselling Metrics SaaS APIs 52

JivoChat

MARCH 10, 2022

Let’s say you’re having a webinar catering to real estate professionals. For social media check the engagement metrics such as the number of likes, shares, followers, etc. Your social media automation tools can give you relevant data on these metrics. Especially if you’re a part of the B2B or SaaS industry. Conclusion .

Marketing 75

Marketing Real estate Advertising Telemarketing 75

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. 1 for joining a webinar. +2 Nearly all email platforms will have detailed analytics to help you track your email metrics. Use a Lead Scoring System to Prioritize Sales Efforts.

Best practices 75

Best practices B2B Sales Multichannel 75

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. … Coach to SaaS founders, Chief instigator at DanMartell.com.

Sales 129

Sales SaaS CRM B2B 129

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Send them a tutorial video on the benefits of the feature. The Impact of Turning Customers Into Advocates.

Customer advocacy 62

Customer advocacy B2B Enterprise Feedback 62

ChurnZero

JUNE 14, 2019

If not, then consider a video session. She joined ChurnZero in 2018 after a decade’s worth of experience in SaaS software implementation and consulting for higher education. Upcoming Webinar. Attendees of this webinar will learn how to: Use the customer journey as the desired path to success. Hold hands. Plan ahead.

SaaS 65

SaaS Customer retention Metrics Sales 65

ChurnZero

AUGUST 30, 2019

In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Video] All of Your SaaS Questions Answered. Rules have changed in #saas Respect your customer. saas #saastrscale #scaleups. Upcoming Webinar.

SaaS 40

SaaS Customer centricity Sales Metrics 40

ChurnZero

AUGUST 13, 2021

During the webinar, we discuss: What a Customer Success tech stack is and why you should care. If you missed the webinar, you can watch it on-demand. . I would say, go make friends with the CFO or the finance person and find out what metrics they care about. The Customer Success team needs to define the metric they care about.

Gamification 52

Gamification Marketing Metrics Sales 52

ChurnZero

SEPTEMBER 18, 2020

If you missed the webinar, you can watch it on-demand. Q: Please explain the three customer P’s mentioned during the webinar. It doesn’t have to be more than once a year, but once a year would be a great starting point for most, especially B2B SaaS companies. . A: It’s your customer’s problems, priorities, and perception.

B2B 64

B2B Metrics SaaS Sales 64

JustCall

APRIL 3, 2023

Did you know that when it comes to SaaS customer success, acquiring a new customer can cost 4 to 5x more than retaining an existing one? This includes tracking usage metrics and identifying areas where the customer can benefit from additional features or services. This is where customer success comes in.

Upselling 52

Upselling Metrics Best practices Customer centricity 52

CustomerSuccessBox

NOVEMBER 24, 2021

In today’s hyper-competitive business world, SaaS businesses find it increasingly difficult to stand out. Relevant content can include various resources like blog posts, videos, case studies, podcasts, webinars, etc. For example- for upselling to relevant customers, its require to know all license utilization metrics.

Upselling 52

Upselling Feedback Customer advocacy B2B 52

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. . Employee engagement software gives clear metrics on what is bringing down employee productivity. Integrate with top SaaS tools like Trello, Dropbox, Google Drive, and more.

Employee engagement 147

Employee engagement Surveys Feedback Analytics 147

LiveChat

SEPTEMBER 5, 2018

Here are the most common types of demos , with a few SaaS examples. There are two main types of demos: a pre-recorded and produced demo video, or a live demo with either one or many customers (through a video chat, call, or webinar). When you’re creating a demo video, it can vary in length and depth of information.

Inbound sales 48

Inbound sales Sales CRM Advertising 48

JivoChat

JULY 20, 2021

More importantly, we’ll teach you how to retain customers with 16 powerful customer retention strategies, which are effective whether you own a SaaS company, e-commerce store, or freelance business. Some ways you can implement this approach include creating a knowledge base, how-to videos, or using automated chatbots.

Customer retention 52

Customer retention Gamification Education Self service 52

SmartKarrot

JUNE 22, 2020

To grow exponentially, what must a SaaS company do once it has established its customer base? For SaaS companies, SaaS Upsell rates is important and the latter is the key to generating revenue by keeping customer acquisition costs minimal, and thereby, unlocking growth opportunities. . How does one do this?

Upselling 10

Upselling SaaS Consulting Consulting 10

Nicereply

JUNE 18, 2020

SaaS and eCommerce have been around long enough that some companies now have customers for over a decade. Track the right metrics. To successfully deal with all these activities you are also going to need a reliable system of metrics for tracking customer retention. Repeat Purchase Metrics. Customer Churn Rate.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

SmartKarrot

MAY 30, 2022

Product success is measured with some KPIs and metrics that will help calculate performance and business generation. But what if customers in your B2B SaaS company are not achieving the success they signed up for? Product success is measured with a bunch of metrics that define how successful the product is.

SaaS 10

SaaS B2B Abandon rate Metrics 10

Kayako

MAY 26, 2016

Customer onboarding in a SaaS product based organization is: Providing a helping hand to your brand new customers. Plan and schedule an open webinar that demonstrates your features and focuses on the ultimate value of your product. You can do this with online guides and videos, or by scheduling a one-on-one remote training session.

Best practices 61

Best practices Feedback Metrics SaaS 61

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Over the years, TSIA has conducted surveys , published researches, held webinars and virtual summits in the customer success community. Their inquiries include the best approaches to: Operationalizing the customer journey.

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JUNE 28, 2019

While Guitar Hero was a part of my life growing up – though I never really nailed those solos – my video game consoles have mostly gone unused. The same can be said when it comes to the complex nature of many B2B SaaS products. Upcoming Webinar. 4 Customer Success Lessons That You Can Learn From Playing Tetris.

B2B 49

B2B B2C Entertainment Customer advocacy 49

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. Considering we are a SaaS organization and where we wanted to take those two customer-facing teams, we knew it was the right thing to do, and it has been.

Best practices 90

Best practices Metrics Sales SaaS 90

Amity

SEPTEMBER 16, 2014

Webinars/Office Hours (a Google Hangout Session for customers to vent). Inspiring Assets (tear sheets, play books, explainer videos). ECONOMICS TAKEAWAY : Identify and measure the two categories of metrics that matter: Leading. Scale Programs (webinar registration, email open rates, community engagement). Series A/B.

Entertainment 48

Entertainment Strategic Value Metrics Feedback 48

ChurnZero

SEPTEMBER 28, 2018

Earlier this week we hosted a well-attended webinar on – Customer Education: The Secret to Scale in Customer Success. . In this webinar we learned how to scale your Customer Success efforts and sustain Customer Lifetime Value while increasing brand value and decreasing Support costs through Customer Education. . Bonus Q&A.

Education 40

Education Sales Construction Marketing 40