CSM Practice

JULY 6, 2020

To many, SaaS has always been tricky, and the current global economic downturn caused by the Coronavirus pandemic has only exacerbated it. At the moment, SaaS companies appear to be under immense financial pressure, resulting in a dramatic increase in vendors seeking guidance on how to adapt, survive, and even thrive during this downturn.

SaaS 71

SaaS Upselling Accountability Sales 71

ChurnZero

SEPTEMBER 29, 2020

Instead they created a new immersive online experience that took the course over two days (September 22 & 23, 2020). . Check out 2 mind-blowing stats about Customer Expectations! Jignesh Thakkar (@socialjignesh) September 22, 2020. . Every employee is on the Customer Success team. Customer Service ?

SaaS 59

SaaS Metrics Best practices Customer retention 59

ChurnZero

JUNE 16, 2020

SaaStock has been helping SaaS businesses gain traction, grow and scale for the last five years with their in-person conferences. Matt Wallace (@wall_ace_m) June 10, 2020. . Customers Demand Value. “ #SaaS business models are evolving in the performance economy. Ordway (@ordwaylabs) June 10, 2020.

SaaS 92

SaaS Customer retention Customer centricity B2B 92

ChurnZero

JANUARY 10, 2020

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). Based on LinkedIn research, Customer Success r oles saw 34% annual growth —qualifying them as one of the top emerging jobs in 2020.

Chief Customer Officer 52

Chief Customer Officer SaaS Customer retention Engineering 52

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. C S and Sales strengthen their bond. .

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Chief Customer Officer Sales Customer centricity SaaS 80

Totango

DECEMBER 3, 2020

Across the globe, 2020 has proven to be an incredibly transformative year, with the global pandemic changing how we work and interact with one another on a daily basis. Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry.

Upselling 64

Upselling Accountability Enterprise Metrics 64

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? We know this to be true in our own jobs, so why wouldn’t we want the same for our customers?

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

ClientSuccess

APRIL 28, 2021

As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams. Kristi’s reputation precedes her as being one of the most passionate, insightful and inspiring customer success leaders in SaaS.

SaaS 59

SaaS B2B Customer retention Consulting 59

ClientSuccess

APRIL 28, 2021

As the VP of Customer Success, Kristi will oversee the entire post-sales customer journey and customer experience, including leading the customer success, consulting, and support teams. Kristi’s reputation precedes her as being one of the most passionate, insightful and inspiring customer success leaders in SaaS.

SaaS 54

SaaS B2B Customer retention Consulting 54

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?

SaaS 52

SaaS B2B Customer retention Upselling 52

ChurnZero

FEBRUARY 7, 2020

So, what’s the job outlook for Customer Success professionals? It’s bright with 100% chance of tremendous growth as SaaS continues to enjoy its moment in the sun. LinkedIn’s 2020 Emerging Jobs Report named Customer Success as one of the top emerging jobs in the U.S. 6 in the U.S. #2 2 in Mexico. #6 6 in Australia. #3

SaaS 64

SaaS Transportation B2C Customer retention 64

CSM Practice

DECEMBER 7, 2020

CSM Leader Optimizes Customer Success Strategies and Processes in collaboration with top thought leaders in its industry. Dec 1, 2020 — Today, CSM Practice, the world’s first consulting firm dedicated to Customer Success Management (CSM) strategy, announced the formation of its new Advisory Board. Sunnyvale, Calif.—

Chief Customer Officer 81

Chief Customer Officer Upselling SaaS Consulting 81

REVE Chat Blog

MARCH 11, 2020

Key live chat statistics for 2020. When customers get instant answers to their queries, they are satisfied and happy. The below live chat statistics 2019 show it is one of the most preferred channels among customers. . 62% of customers expect live chat to be available on mobile devices , and if possible, 82% would use it.

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Chatbots Real estate Sales Finance 64

ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. Who administers your customer systems (such as your Customer Success platform, CRM, or support desk)?

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SaaS Metrics Customer retention Analytics 80

ClientSuccess

DECEMBER 16, 2021

About ClientSuccess: ClientSuccess is a leading customer success platform that empowers B2B SaaS companies to proactively manage post-sales customer relationships, measure customer health, maximize customer retention and growth, and create a culture of customer success.

B2B 52

B2B SaaS CRM Best practices 52

ClientSuccess

APRIL 28, 2021

About ClientSuccess: ClientSuccess is a leading customer success platform that empowers B2B SaaS companies to proactively manage post-sales customer relationships, measure customer health, maximize customer retention and growth, and create a culture of customer success. Contact: Mark Stoddard.

B2B 52

B2B SaaS Customer retention Sales 52

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. For SaaS companies, in particular, they can expect to increase revenue by $1 billion.

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Customer Experience Surveys Feedback Marketing 40

Nicereply

MAY 11, 2020

They want to make sure their customers continue shopping with them across their entire product line. Why does Apple feel so strongly about customer loyalty? . Read on to find out why the importance of customer loyalty is crucial for businesses growth in 2020. What is customer loyalty? for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

ChurnZero

MAY 15, 2020

Facing massive economic instability for the first time, Customer Success teams had to devise crisis preparedness and communication plans as well as customer retention strategies to minimize churn. The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72

ChurnZero

JUNE 10, 2020

Most importantly, it shows readers how to build lasting relationships with their customers that are the very foundation of business success – today, tomorrow, and forever. Never Lose a Customer Again. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase.

SaaS 69

SaaS Upselling Sales Customer emotions 69

Education Services Group

JANUARY 19, 2021

Last year, we, along with our CS friends at ChurnZero and Higher Logic, embarked on an ambitious project to check-in with the CS community as a whole and find out more about the industry’s current place in SaaS business and uncover the trends influencing its growth. We are proud to present the Inaugural Customer Success Leadership Study !

Finance 52

Finance SaaS Benchmark Surveys 52

SmartKarrot

NOVEMBER 2, 2020

Customer retention is very challenging for businesses especially in 2020. The unprecedented times and business environment have made it uncertain for business leaders on what steps to take to retain customers. So, retaining customers becomes necessary for any company to sustain itself in this economic turbulence.

Customer retention 21

Customer retention Consulting Consulting Marketing 21

CSM Magazine

FEBRUARY 17, 2020

Indeed, in the 20th century, customer service calls usually went something like: “Thank you for calling Acme corporation. For sales, press 2…” This system – which has existed since the 1970s and is (sadly) still in use today – was never meant to provide great customer service.

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Customer Service Telecommunications Chatbots Customer retention 83

CustomerSuccessBox

APRIL 5, 2022

I’m a buyer too, the customer experience influences my buying decisions, and why not others right? With a software as a service (SaaS) model, it’s just not enough to initiate the one-time sales and be done with it. It takes continuous renewals and a need to increase customer lifetime value as well.

Customer centricity 52

Customer centricity SaaS Metrics Customer retention 52

ChurnZero

FEBRUARY 25, 2020

Customer retention and churn prevention starts at the beginning of a customer’s journey with your company in onboarding. This crucial first interaction time between you customer, your product and your team establish the groundwork that can jumpstart success or accelerate failure. . Customer Success Around the Web.

Customer retention 59

Customer retention Scripts Sales SaaS 59

Education Services Group

JUNE 29, 2019

Think about all the time, energy, and money you spend on attracting new visitors, pursuing new leads, and closing new sales — none of that applies to existing customers. So how do you put your efforts into keeping your existing customers happy? And how can Customer Success strategies help you get there?

SaaS 40

SaaS Upselling Customer retention B2B 40

SmartKarrot

FEBRUARY 16, 2022

Software as a service or SaaS has been growing as a leading software distribution model. The world of SaaS has simplified software creation and distribution making access easier than before. Leveraging the power of cloud technology, SaaS has re-engineered the way we look at modern technology and software. Aaron Levie.

SaaS 10

SaaS Finance B2B Marketing 10

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Customer Success will transcend the bottom of the funnel.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

CSM Practice

MARCH 8, 2021

Their Customer Success organization has ~100 team members and is looking to grow. Despite the COVID-19 pandemic, Delphix performed well in 2020. Retention numbers have been trending in the right direction in the last 2 years. Delphix has 100 CSMs with projections to grow the team by 30% in 2021. The Challenge.

Journey mapping 52

Journey mapping Best practices Enterprise Customer retention 52

ChurnZero

DECEMBER 27, 2019

Do you have enough empathy to know how your response is being received through your customer’s eyes? Follow these reparative steps to salvage your relationship with upset and frustrated customers before they’re damaged beyond repair. . 6 Customer Retention Strategies That Kee p Customers Coming Back .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Education Services Group

FEBRUARY 9, 2021

Now, we are putting them head-to-head against the CRMs we know and love, to see which tech tool will take home the championship title of Best Software for Customer Success. In one corner, we have legacy sales technology – hard-hitting, hardworking CRMs (think Salesforce, Hubspot CRM, or Zoho). So, why the disparity?

CRM 52

CRM Best practices Sales Banking 52

SmartKarrot

JUNE 12, 2020

If you’re in the Software-as-a-Service (SaaS) business, by now you’d know that SaaS is no longer a business luxury – it is everywhere. This ups the game – the next generation of SaaS companies will have to follow a different growth playbook to stand out and out-do competition. Why do SaaS ventures need Product Led Growth? .

SaaS 10

SaaS Accountability Sales Surveys 10

ChurnZero

OCTOBER 22, 2020

This article will cover the reasons to give pause before undertaking the complex development of a Customer Success platform. . The oft-misunderstood maturity, viability, and complexity of Customer Success software. If your Sales team needed a CRM, you wouldn’t expect it to be built in-house – they’d purchase Salesforce.

CRM 59

CRM Customer retention Technology Best practices 59

CSM Practice

SEPTEMBER 25, 2020

Video Title: Importance of Customer Success Strategy investments. Interview Date: July 18, 2020. Host: Irit Eizips , Chief Customer Officer & CEO | CSM Practice. So right away when everything started happening, I think we all knew that being able to preserve your customers went from important to existential.

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Upselling Surveys Chief Customer Officer Consulting 85

ChurnZero

FEBRUARY 21, 2020

Our customers do this through ChurnZero’s automated Plays—a tiny detail that goes a long way. For example, to celebrate closing a long and challenging sales cycle, our Account Executive and his prospect-turned-customer wanted to share a beer together. Therein lies the key to fueling strong customer rapport and loyalty.

Customer retention 52

Customer retention SaaS Coaching Personalization 52

JivoChat

APRIL 28, 2021

A further benefit of proactive customer service is that it improves customer retention and loyalty. Customers would rather spend their money with a company that goes out of their way to meet their needs preemptively. In doing so, you can stand out from the competition and keep customers interested. Source: HubSpot.

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Customer Service Customer Experience Chatbots Self service 59

ChurnZero

JUNE 28, 2019

The same can be said when it comes to the complex nature of many B2B SaaS products. Customer retention is becoming a top-of-mind KPI in boardrooms around the world, and even the smallest errors can have profound impact on your bottom line. The question of fit should go beyond Customer Success. Feeling nostalgic?

B2B 49

B2B B2C Entertainment Customer advocacy 49