ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. The year was 1909.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

CustomerSuccessBox

JUNE 18, 2021

Customer success is important for SaaS businesses as they’re a constant voice of the customer for your business.CustomerSuccessBox builds the all-in-one solution for customer success that goes beyond just health scores and viewing portfolios. Who should manage customer onboarding in a SaaS company? Customer Success Manager.

SaaS 52

SaaS B2B Customer retention Upselling 52

SmartKarrot

SEPTEMBER 11, 2020

SaaStr is the world’s largest community of SaaS founders and executives. SaaStr 2020, however, has turned out to be different from all their previous events. SaaStr 2020 was cancelled because of the COVID-19 pandemic. Through this graph, we can see the impressive growth rate of SaaS industry.

SaaS 10

SaaS Upselling Metrics Marketing 10

CustomerSuccessBox

SEPTEMBER 7, 2021

Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 The Customer Success teams and companies who showed great flexibility in 2020 are the ones who had tremendous growth in 2021. #6 t then uses and generates smart recommendations, the next best action for CSM for every account to unlock LTV that is otherwise at Risk. #8

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

CustomerSuccessBox

JANUARY 2, 2022

Eventful years like 2020 and 2021 have challenged the old traditions pertaining to Customer Success (CS). Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. For SaaS businesses, it should be the motto to live by. VALUE ’ is important.

SaaS 52

SaaS Metrics Accountability Upselling 52

ChurnZero

NOVEMBER 15, 2019

Q&A: How to Get 20/20 Foresight for Your 2020 Customer Success Planning. . 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. Analyzing performance for 2020 forecasting. Customer Success operations planning.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

TeamSupport

JUNE 15, 2020

As published in MarTechSeries.com , June 15, 2020. The strategies we originally put in place for the remainder of 2020 and looking ahead to 2021 will have to be modified as the landscape changes. Helpful when upselling opportunities exist and to improve retention. That is the case for any business. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

ChurnZero

AUGUST 11, 2020

Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? The second quarter of 2020 was chaotic. This article shares three successful approaches B2B SaaS companies took to retain customers in the first wave. This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97

CustomerSuccessBox

JANUARY 24, 2019

On the other hand, customer success department is responsible for reducing churn (which in turn increases the LTV of the customers) and also upsells and cross-sells (which brings in additional revenue). They are usually measured on metrics like Average Revenue Per Account (ARPA), LTV/CAC ratio, Churn rate etc.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

Mindtouch

OCTOBER 23, 2017

Software-as-a-Service (SaaS) companies are valued much higher than their on-premise software peers for this reason. SaaS vendors own the customer relationship and drive direct engagement, which results in opportunities to learn and improve their services further. Renewals and upsells matter more.

Self service 65

Self service Upselling SaaS Customer Support 65

CSM Practice

SEPTEMBER 25, 2020

Interview Date: July 18, 2020. 06:27 – Nick’s overview of cross-selling and upsell trends for existing customers. See the full survey results here : I mean we’ve done a survey back in April and closed at mid-May and we showed about 50% of the SaaS companies reduced their forecast or new business deals. The Interview: .

Upselling 85

Upselling Surveys Chief Customer Officer Consulting 85

Nicereply

MAY 11, 2020

Read on to find out why the importance of customer loyalty is crucial for businesses growth in 2020. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows. They want to make sure their customers continue shopping with them across their entire product line.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

SmartKarrot

JULY 30, 2020

Customer Success is the buzzword in the modern SaaS companies. Chief Customer Officer (CCO) is one of the emerging customer success titles in modern SaaS companies. They need to take into account both positive and negative feedback. Your subordinates are the ones who would be directly handling the customer accounts.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

Comm100

APRIL 27, 2020

Recommended for you: Customer Engagement 2020: Why the Digital Journey Changes Everything and How to Keep Up. Take a look at the following scenario: Gabriella is having a hard time understanding a particular feature in a SaaS company’s extensive product suite. Customer status. Which customer is contacting you?

Automotive 59

Automotive CRM Upselling Customer centricity 59

ChurnZero

JUNE 28, 2019

Whether it pertains to upcoming customer milestones or perhaps a potential upsell opportunity, great CSMs can identify small actions that can drive business outcomes. The same can be said when it comes to the complex nature of many B2B SaaS products. As a Customer Success professional, you should always be thinking one step ahead.

B2B 49

B2B B2C Entertainment Customer advocacy 49

ChurnZero

NOVEMBER 22, 2019

We will be hosting this one-day event in Washington DC on October 8, 2020. If you are a ChurnZero customer, there will also be a half-day customer-only training / event the day before on October 7, 2020. I hope you can join us in October 2020. Let me answer a few questions: What does “BIG RYG” mean? You Mon CEO, ChurnZero.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

ChurnZero

OCTOBER 25, 2019

Who in your organization is accountable for that? So, if no one is accountable for that, how likely is it to happen? How to Get 20/20 Foresight for Your 2020 Customer Success Planning. Analyzing performance for 2020 forecasting. And typically, you’ll hear, well, no one and then, that’s a problem. Not very likely.

Chief Customer Officer 49

Chief Customer Officer SaaS Customer advocacy Technology 49

SmartKarrot

NOVEMBER 16, 2022

An account executive would have been in charge of this in the past. . The dynamics of relationships are fundamental to SaaS (Software As A Service) sales. The dynamics of relationships are fundamental to SaaS (Software As A Service) sales.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling B2B 10

SmartKarrot

MAY 14, 2020

In fact, it has been predicted by Gartner that by 2020, 80% of software providers will have migrated to a subscription-based business model. The advent of online ticketing systems made it more feasible for both the customers and companies to raise tickets and execute processes of resolving them in a more systematic and accountable way.

SaaS 10

SaaS Upselling Customer retention CRM 10

SmartKarrot

MAY 27, 2020

Talking in terms of B2B businesses, client success is one of the factors that businesses are focusing on, in 2020. Client success is especially sought after in the top-most IT sector and SaaS companies, considering the adverse effect of high customer churn rate, and the need for dynamic revenue growth. EQ is The New IQ .

B2B 10

B2B SaaS Technical Support Upselling 10

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Bhavika Kochhar. Catherine Blackmore.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

DECEMBER 22, 2020

This team is responsible for having relationships with accounts, making sure the customer journey is fruitful, and interaction is more personalized. A customer success team also will help with more upsells, better renewal rates, and improved growth. Account-based segmentation is important to make sure the right efforts are being put.

Education 10

Education Customer centricity SaaS Journey mapping 10

CSM Practice

JUNE 4, 2021

A high touch customer success model involves frequent touchpoints with customers about the entire SaaS journey, from onboarding to after-sales activities. For example, conducting business reviews is expected to result in an increase in upsell revenues (See Expansion Revenues KPI example below). Expansion Revenues rate. Gross Churn .

SaaS 52

SaaS Upselling Metrics CRM 52

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . Finally, because this is a customer-facing tool, we won’t be using it to document internal strategies for engaging and growing a customer account. Simplicity is the name of Joint Success Plan game.

Management 98

Management Chief Customer Officer Upselling SaaS 98

CSM Practice

FEBRUARY 15, 2021

In Q4 of 2020, CSM Practice synthesized its survey results from close to 200 of US-Based SAAS companies. It is more common to be developed and maintained by SaaS companies with CSM to customer ratio of 60 or less. The customer health score is more common by 30% in SaaS vs. On-Premise or services organization.

Surveys 64

Surveys SaaS Benchmark Upselling 64

ChurnZero

JANUARY 17, 2020

The approach that may have worked for managing a small number of customer accounts can prove an obstacle as your company scales. Plays allow your team to automatically engage with clients based on specific factors, enabling account management that is more proactive, timely and impactful for the client.

Best practices 72

Best practices Accountability Upselling SaaS 72

CustomerSuccessBox

JUNE 15, 2020

But neither did several companies who had made detailed plans to achieve glorious heights in 2020. As we all know, Customer Success will play a crucial role in driving the SaaS industry forward during these tough times. How can SaaS businesses get such out of the box ideas? How do CSMs meet their upsell and renewal quota?

SaaS 64

SaaS Customer advocacy Construction Metrics 64

SmartKarrot

APRIL 24, 2020

When talking about SaaS businesses in 2020, there is a fine line that separates top-performing companies and the struggling ones. According to the LinkedIn 2020 Emerging Jobs Report , 72% of the customer success managers are working in the Software & IT industry. That’s what we are working towards customer success.”.

Management 11

Management SaaS Accountability Customer retention 11

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn from the best. "

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Learn from the best. "

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Netomi

FEBRUARY 28, 2022

A world-renowned expert in customer retention, upsells, cross-sells, and customer value strategies and methodologies, Irit is the Chief Customer Officer and CEO of CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy. Connect with Gemma .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

SmartKarrot

JANUARY 22, 2021

Did we successfully make it through 2020 and the years ahead of that? The Customer Success Funnel SaaS and Mobile Apps Cloud and its Phenomenal Impacts. To get started with successful onboarding, begin lending a helping hand to your customers to set their accounts and guide them with the necessary instructions and tutorials.

SaaS 10

SaaS Customer centricity CRM Analytics 10