CSM Practice

MAY 22, 2020

More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Successful customers are more likely to renew and pay more through renewals and expansion, ensuring a steady revenue growth for SaaS businesses. What Is the Best Compensation Plan for CSMs?

SaaS 126

SaaS Metrics Accountability Customer centricity 126

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics Upselling SaaS Accountability 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

CSM Practice

FEBRUARY 24, 2020

Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices. While this blog focuses on customer financial metrics, it is part of blog series, where we examine each customer success metric category in separate blogs.

Metrics 52

Metrics SaaS Customer retention Upselling 52

aircall

OCTOBER 6, 2022

Since our founding in 2014, Aircall’s international customer and partner base has been growing at pace. With technology as one of the national drivers of economic growth, the speed of digitisation of its companies and the unstoppable rates of investment and adoption of SaaS solutions, it is a suitable ecosystem for Aircall.

SaaS 62

SaaS Education Marketing Technology 62

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Regardless of whether they are a “one woman team” or lead a large department, our panelists continue to evolve the role of customer success as they acquire more customers and lines blur between sales and professional services.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

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. However, most companies are at a disadvantage because they use the same sales strategy for both new and existing customers. READ the blog Freshworks wrote about our expansion selling framework: [link].

Upselling 52

Upselling Customer centricity Sales Accountability 52

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. Emphasize the need for ongoing engagement from executives during the sales and onboarding process. READ our Customer Success BLOG: [link]. Little or no perceived value for the product.

SaaS 82

SaaS Best practices Enterprise Accountability 82

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

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. READ our Customer Success BLOG: [link].

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

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

Natalie Petouhof

SEPTEMBER 1, 2015

Bluenose Analytics offers a customer success platform that allows SaaS businesses to manage customers with complete visibility, a robust early warning system, and built-in playbooks. Before the opt-in economy, many businesses focused on the initial sale. The goal – enticing them to convert from a lead to a sale.

Sales 40

Sales Management Advertising Analytics 40

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. READ our Customer Success BLOG: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

While we focus on team performance KPIs in this blog, we’ll examine each customer success metric category in separate blogs. During client onboarding, customer success teams nurture new users, transfer knowledge, and set the stage for the post-sales customer experience. READ our Customer Success BLOG: [link].

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

Mindtouch

APRIL 30, 2018

With a growing number of businesses shifting to a SaaS model, there is no better time than now to discuss the value that Customer Success has. Whitehead expands on this thought in his article User Adoption & The 20-Year Renewal : Your initial sales conversations need to move beyond focusing on the immediate, pressing business problem.

SaaS 48

SaaS Upselling B2B Self service 48

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

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

aircall

APRIL 6, 2017

From most SaaS companies, people do not merely buy software, but rather solutions. One study showed that using this method increased sales by 24%. Clearly, this is easier said than done when considering an SaaS company who conducts business in many countries and currencies around the world. Removing signs of monetary value.

SaaS 84

SaaS Advertising Marketing Personalization 84

Amity

JANUARY 6, 2014

It’s the sixth day of 2014, and the start of a brand new year signals New Year’s resolution time! Perhaps you’ve been doing customer success long enough to be considered a veteran – so why not start your own blog and share your experiences and successes with others.

Management 48

Management Finance Marketing Sales 48

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. We really want to help companies transform the way they do marketing and sales. I went for it and luckily they hired me!

Sales 71

Sales Consulting Consulting SaaS 71

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. I started my career as a Developer, and I also worked in Sales for a couple of years.

Metrics 93

Metrics Sales Best practices Customer advocacy 93

Amity

MARCH 24, 2016

Vend hired a Chief Customer Officer in May 2014 and I think that having that voice at the executive table changed everything. Everything that we’re talking about around the lunch table is getting in amongst the sales team. What blogs or news sites are you reading at the moment? I love the community around it.

Chief Customer Officer 91

Chief Customer Officer Metrics Surveys SaaS 91

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

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. But there’s still a way to go, and for customer support to really thrive it needs the backing of the board – just like marketing and sales departments. Know of a blog post that should be on this list?

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? Let’s have a look at some of the books, blogs, certifications, groups, and whitepapers, etc. Blogs form a major part of our lives these days. Customer success blogs have a lot to do with customer success software and customer success association. Yes, you got it.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. Price : Sales Cloud ranges from $25-$300/user/month. Sales + Service Cloud ranges from $100-$325/user/month. Deployment : Cloud, SaaS, Web. The question is a loaded one. Service Cloud ranges from $75-$300/user/month.

CRM 42

CRM Enterprise SaaS Marketing 42