CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. Your CSMs, Account Managers, and other top-level executives can be mapped to your executive sponsors depending on their account segment. READ our Customer Success BLOG: [link].

SaaS 82

SaaS Best practices Enterprise Accountability 82

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CrazyCall

SEPTEMBER 4, 2018

Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Personal blog. Noah Kagan’s twitter account is constantly fueled with growth hacks, sales & marketing news and best practices to help you grow your business. Personal blog. But he always has an entrepreneurial spirit.

Sales 129

Sales SaaS CRM B2B 129

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins.

Metrics 52

Metrics Education Upselling SaaS 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

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

While in this blog, I focus on usage metrics, I encourage you to examine other customer success metric categories covered in this blog series. You can follow the links above to read the entire blog series. Even though it doesn’t take the level of engagement into account, it is infinitely better than tracking logins.

Metrics 52

Metrics Education Best practices Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 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

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. Customer health metrics notify you of the state of the customer so you can customize an action plan to save certain accounts if needed. However, improving engagement is essential to increasing advocacy and account expansion.

Metrics 52

Metrics Accountability Surveys SaaS 52

CSM Practice

FEBRUARY 24, 2020

In this blog series, we’ll examine each customer success metric category in separate blogs. Customer health metrics notify you of the state of the customer so you can customize an action plan to save certain accounts if needed. However, improving engagement is essential to increasing advocacy and account expansion.

Metrics 52

Metrics Accountability Surveys SaaS 52

Amity

OCTOBER 12, 2016

Saas Tattler Issue 94 - Let Your Emails Be Heard! • How to Send SaaS Onboarding Emails Without Being a Nag. In this blog post, Kate Harvey put together a list of what makes a welcome email successful, with examples, and statistics (we love statistics). You will come off as direct and forthcoming. You know what is rude?

SaaS 64

SaaS Upselling Metrics Education 64

Mindtouch

MAY 14, 2018

Most successful SaaS companies now have a dedicated customer success function, a trend that’s expanding into manufacturing and other industries. Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program.

Customer retention 66

Customer retention Customer effort SaaS Metrics 66

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. Moving Beyond SaaS. Generating a Deep Understanding of Business Drivers.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

CSM Practice

FEBRUARY 20, 2020

Advanced health score includes a dashboard to track the CSM in charge of making the customer healthy, their progress, and the health trends of the account. A case study involving one of our clients at CSM Practice revealed the true determinants of customer account expansion: 1. READ our Customer Success BLOG: [link].

Analytics 52

Analytics Customer centricity Metrics Accountability 52

Amity

DECEMBER 20, 2013

It’s clear that customer success is increasingly important to SaaS companies and that this is only the tip of the iceberg to building customer centric organizations and cultivating the strongest customer relationships ever. Why not start 2014 off with a demo to move you forward towards your Customer Success New Year’s Resolutions?

SaaS 48

SaaS Customer centricity Accountability 48

CrazyCall

APRIL 9, 2019

In 2014 Tiffani Bova was recognized as one of the most Powerful and Influential Women in California by the National Diversity Council. Last year, LinkedIn selected Jill Konrath as the #1 B2B Sales Expert to Follow pointing out over 1/3 million people following her account. Really unique experience! Be flexible.

Sales 133

Sales Consulting Consulting Coaching 133

Netomi

JANUARY 5, 2022

He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Amity

MAY 15, 2017

Customer Success seems to be the new “it” job in SaaS. This was back before SaaS companies were given that acronym -- they were called ASPs (Application Service Providers) back in the early 2000s. I originally started as an account manager, which was a pretty general role. Did they hit their goals?

Sales 71

Sales Consulting Consulting SaaS 71

SmartKarrot

SEPTEMBER 10, 2020

If you have been following SmartKarrot’s blogs then you would find that we have written many blogs on different roles. But this blog is specifically about Chief Customer Officer (CCO). According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. Other times they report to a sales head.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. The one metric that all SaaS companies look at is churn, and we look at that religiously.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The Five Elements of a Perfect SaaS Support System , by Emeric Ernoult. Now onto the best of 2015!

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. Deployment : Cloud, SaaS, Web. Deployment : Cloud, SaaS, Web. WordPress blogs.

CRM 42

CRM Enterprise SaaS Marketing 42