Cisco - Contact Center

JUNE 18, 2020

Our second major acquisition was CloudCherry, which resulted in Webex Experience Management , our first experience management SaaS solution that enables companies to do meaningful analyses of their customers’ feedback and journey experiences to improve business outcomes such as Net Promoter Score and customer lifetime value.

Contact Center 116

Contact Center Enterprise contact center solutions Cloud contact 116

ClientSuccess

APRIL 10, 2020

Silicon Slopes, Utah – April 10, 2020: ClientSuccess, a leading B2B SaaS customer success management platform, has been named a finalist for “Best Customer Success Management Solution” by the SIIA’s CODiE Awards, making ClientSuccess a four-time CODiE Award finalist. The post ClientSuccess Named a 2020 CODiE Award Finalist!

SaaS 40

SaaS Education Best practices B2B 40

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. The year was 1909.

Chief Customer Officer 80

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

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases.

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SaaS Marketing Upselling Chief Customer Officer 64

Education Services Group

NOVEMBER 7, 2019

The days are getting shorter, the air is getting cooler, and that can mean only one thing: it’s time to start planning your Customer Success strategy for 2020. The Most Important Metrics to Focus On. There are hundreds of metrics that SaaS companies can track, so which ones are the most beneficial to your business?

Metrics 45

Metrics Marketing Finance Surveys 45

CSM Practice

JUNE 4, 2021

Identifying appropriate metrics and key performance indicators (KPIs) from the get-go will help your high touch customer success team work more efficiently because the goals are clear-cut and measurable. . As a Customer Success team leader, Sasaki uses two of the above metrics in his period employee reviews: . Net promoter score (NPS).

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SaaS Upselling Metrics CRM 52

ChurnZero

OCTOBER 6, 2020

That’s why, starting this year, we’ll recognize organizations that have shown a commitment to fostering customer centricity with the 2020 ChurnHero Awards. We’re excited to recognize Sendoso as the winner of the Onboarding Category for the 2020 ChurnHero Awards! The Award Categories. Learn more about Affise’s story below.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

aircall

JUNE 28, 2022

By the way, transparency is at the center of our values, that is why for the past eight years we’ve been communicating regularly to our entire team our most important metrics, our ARR, our NPS, our profit margins, and more. At this moment, we introduce NPS as our second “Core Metric That Matters” next to MRR growth. The Maturity.

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SaaS Engineering Metrics Telecommunications 147

ChurnZero

SEPTEMBER 8, 2020

Into SaaS ? Toon Vanagt: wearing a mask & physical distancing (@Toon) September 2, 2020. Toon Vanagt: wearing a mask & physical distancing (@Toon) September 2, 2020. Amanda Connon-Unda (@samplingculture) September 2, 2020. . Claudio @ CDMX (@ccossio) September 2, 2020. . Calculating churn can be tricky.

SaaS 90

SaaS Upselling Customer centricity Engineering 90

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Then, use metrics like churn rate, CSAT, and CVR to gauge which touchpoints are negatively impacting CX.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

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

ClientSuccess

DECEMBER 21, 2020

2020 has certainly been a year to remember, whether we’d like to or not. While all SaaS organizations saw their fair share of ups and downs, there were plenty of changes, challenges, and opportunities for customer success teams to keep things interesting. How to improve your customer success program fast.

Finance 93

Finance SaaS Best practices Accountability 93

Nicereply

APRIL 30, 2020

Depending on your saas pricing model , you could offer the user a temporary up his package like a compensation (for example, for 2 days). Track and analyze customer metrics. Tracking customer metrics not only helps you serve better but can also result in boosting your sales through improved customer experience.

Sales 69

Sales Customer Service Upselling CRM 69

ClientSuccess

NOVEMBER 2, 2020

As SaaS organizations and their customers slowly but surely get used to the ‘new normal’ that 2020 ushered in, customer success managers and team leaders are more focused than ever before. The modern SaaS customer success community is incredibly vocal and supportive with sharing their vast knowledge and insight with others.

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Chief Customer Officer SaaS Education Best practices 70

ChurnZero

FEBRUARY 7, 2020

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. SaaS is growing more than 200% faster than traditional perpetual license software – Zuora, Subscription Economy Index.

SaaS 64

SaaS Transportation B2C Customer retention 64

ClientSuccess

DECEMBER 7, 2020

Over the last few months, customer success teams – and the unique relationships they have with customer contacts – have been thrust into the spotlight of the SaaS world. A customer success platform helps manage everything from engagement and adoption metrics to NPS and customer health scores. Toolkit: Customer Success Metrics Toolkit.

SaaS 65

SaaS Metrics Accountability CRM 65

Totango

JUNE 26, 2020

The COVID-19 pandemic has had an economic impact that threatens to cause a lasting downturn in SaaS business. and global tech markets beginning in 2020 is now at about 50 percent. This reduction in cash flow is likely to increase rates of SaaS customer churn. Recovering from the Effects of COVID-19.

SaaS 91

SaaS Customer retention Best practices Telecommunications 91

ChurnZero

FEBRUARY 11, 2020

Jim Bass (@JimBassCX) February 5, 2020. Angela Walter Wells (@AngWWells) February 5, 2020. Jim Bass (@JimBassCX) February 6, 2020. Jim Bass (@JimBassCX) February 6, 2020. Jim Bass (@JimBassCX) February 6, 2020. . And don’t forget to mark your calendar and register for BIG RYG 2020 in October! .

Chief Customer Officer 52

Chief Customer Officer SaaS B2B Analytics 52

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

delighted

JUNE 29, 2021

The platform launched on iOS and Android in April 2020 with the goal of 7 million subscribers by the end of 2020. We’ll talk about the metrics which can be used to determine a successful/unsuccessful product/market fit a little later on. Step two: Identify the size of the market you can actually hit with metrics and tracking.

Marketing 95

Marketing SaaS Metrics Transportation 95

ChurnZero

AUGUST 10, 2020

. SaaS Mag announced their annual SaaS 1000 List – a ranking of the world’s fastest-growing SaaS companies, and ChurnZero Ranks No. SaaS Mag ranked ChurnZero, No. 31 on the 2020 SaaS 1000 List. Other SaaS notables in the Top 50 of the SaaS 1000 include Sendoso, Sertifi, Front, and 15Five.

SaaS 19

SaaS Customer retention Enterprise Marketing 19

ClientSuccess

FEBRUARY 1, 2021

After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. eBook: The Ultimate Guide to SaaS Customer Success Metrics. Webinar: Delivering Customer Success at Scale.

Accountability 104

Accountability SaaS Education CRM 104

Satrix Solutions

JULY 21, 2021

SaaS onboarding makes or breaks your customer retention. Given the evolution of the SaaS economy, Customer Success has become a top priority for leadership and board members alike. And even more so, revenue retention has become a top three metric for both boards and investors.

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Chief Customer Officer SaaS Customer retention Metrics 78

REVE Chat Blog

MARCH 11, 2020

Key live chat statistics for 2020. Integrating your live chat in your SaaS app helps to provide in-app support and retain customers with your business. Live chat support reduces the queue time for the customer and improves customer satisfaction metrics. Live chat has become one of the vital functionalities of any website.

Chatbots 64

Chatbots Real estate Sales Finance 64

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?

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SaaS B2B Customer retention Upselling 52

ChurnZero

JUNE 12, 2020

SaaS businesses typically begin to invest in Customer Success Operations when they reach around $10 million in revenue. What Processes and Metrics does Customer Success Operations Build? At a minimum, they should track performance metrics across four key areas: revenue, product, customer feedback, and customer experience.

SaaS 80

SaaS Metrics Customer retention Analytics 80

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

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

ClearAction

JULY 20, 2023

Especially in hard times like the 2009 global financial crisis and the 2020 global pandemic, demand for tech skyrocketed. On the tech provider side, new logos are a constant quest, but SaaS models mean renewals are a top priority. You’ll know how in just 3 hours, in self-paced or live e-consulting.

Technology 62

Technology Consulting Consulting B2B 62

CustomerSuccessBox

DECEMBER 13, 2021

He had been recognized as a 2020 Top 100 Customer Success Strategist in a recent survey. Cognito is a global industrial AI-SaaS firm that supports the full-scale digital transformation of heavy-asset industries around the world. What are the KPIs and metrics you track for onboarding? How do you know that you’re off track?

SaaS 52

SaaS Metrics Sales CRM 52

CustomerSuccessBox

APRIL 5, 2022

With a software as a service (SaaS) model, it’s just not enough to initiate the one-time sales and be done with it. Work on the metrics that suit you. But other metrics like customer lifetime value, time to value, customer retention rate, and customer acquisition cost can aid in growing your business to another level.

Customer centricity 52

Customer centricity SaaS Metrics Customer retention 52

ClientSuccess

OCTOBER 12, 2020

If there is one thing that customer success managers have learned throughout the ups and downs of 2020, it’s that there is no such thing as being too prepared. The SaaS industry has gone through a ton of instability this year, and seasoned CSMs know that this time of change is far from over.

Journey mapping 59

Journey mapping SaaS Accountability Metrics 59

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. The pressure was on for Customer Success in 2020 – and more so than we could have ever imagined. A growing reliance on Customer Success metrics. Be prepared,” he forewarned.

SaaS 52

SaaS Chief Customer Officer Metrics Education 52

Nicereply

MAY 11, 2020

Read on to find out why the importance of customer loyalty is crucial for businesses growth in 2020. The importance of customer loyalty impacts almost every metric important to running a business. SaaS businesses can see a similar benefit by upselling existing customers and providing more value as the account grows.

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Customer retention SaaS Metrics Surveys 115