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

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

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! Advocacy Hero – Sales Boomerang . The Award Categories.

Banking 40

Banking SaaS Entertainment Customer advocacy 40

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. There are many things we wish we could have predicted for 2020.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

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. Types of companies that aren’t easy: vision-led, sales-led & committee-led. Amanda Connon-Unda (@samplingculture) September 2, 2020. .

SaaS 90

SaaS Upselling Customer centricity Engineering 90

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. 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.

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

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

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? Pre-sales / Post Sales).

SaaS 52

SaaS Metrics Sales CRM 52

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. It helps to acquire more customers and of course generate more sales. Having a chat tool improves the response time of the website visitor, and improves the chances of sales. .

Chatbots 64

Chatbots Real estate Sales Finance 64

ChurnZero

JUNE 12, 2020

Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. If you replied, “Sales Ops or Marketing Ops,” you’re not prioritizing the customer, because post-sale customer needs will always come second to generating leads and sales team efficiency.

SaaS 80

SaaS Metrics Customer retention Analytics 80

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

CustomerSuccessBox

DECEMBER 13, 2021

In 2020, he co-founded Gain Grow Retain, a community for customer success leaders. What are the KPIs and metrics you track for onboarding? That said, one of the tenets of SaaS is prescriptive and scalable solutions. In most SaaS companies, these PMs should also be armed with product knowledge. Pre-sales / Post Sales).

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Customer advocacy 52

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

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. Buyers prefer to have minimal interactions with sales teams.

Technology 62

Technology Consulting Consulting B2B 62

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. Most of this initiative is looked after by the teams like customer success, marketing, sales, and customer support. Work on the metrics that suit you. Trust me, you are not too late in the process.

Customer centricity 52

Customer centricity SaaS Metrics Customer retention 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

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

ChurnZero

APRIL 8, 2020

Your Customer Success team is delighted that your customers are happy, your product team loves that they are building a product worth talking about, and your Sales and Marketing department revels in the fact that your own customers are massively helping them with their day-to-day jobs! Wednesday, April 22, 2020, 2:00 – 3:00 PM EDT.

Customer advocacy 81

Customer advocacy Journey mapping SaaS Gamification 81

CustomerSuccessBox

DECEMBER 13, 2021

She’s Top 100 Customer Success Strategist (2021 & 2020). She is an experienced CS professional with over 18 years of SaaS implementations in multiple roles: Project Management, Consulting, Training, Account Manager, and Customer Success. What are the KPIs and metrics you track for onboarding? Pre-sales / Post Sales).

Best practices 52

Best practices Consulting Consulting SaaS 52

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

TeamSupport

JULY 27, 2020

As published in CustomerThink , July 1, 2020. Research indicates that companies geared up for a spike in churn during Q2, and while it has proven to be not quite as dramatic as they thought, increasing retention and reducing churn or downsells is a top priority going into the second half of 2020, according to a recent industry survey of CXOs.

B2B 90

B2B Finance Metrics Customer Support 90

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

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. Customer Acquisition Cost (CAC) will often include items like marketing spend, sales labour and software cost. for new customers).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. In this session, You Mon led the discussion around why churn is the number one enemy against scaling your SaaS business (other than your culture and leadership). Video] All of Your SaaS Questions Answered.

SaaS 40

SaaS Customer centricity Sales Metrics 40

CSM Magazine

FEBRUARY 17, 2020

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. When it comes to customer service in 2020, companies must implement the best methods for their product or service. Your call is important to us.

Customer Service 83

Customer Service Telecommunications Chatbots Customer retention 83

Mindtouch

OCTOBER 23, 2017

Most businesses have built distributed sales networks that were once their greatest strength but have become a major weakness. Today, these distributed sales networks prevent companies from connecting directly with own customers. What metrics matter to a well-run support team? Indirect Engagement Models.

Self service 65

Self service Upselling SaaS Customer Support 65

ChurnZero

MARCH 11, 2020

I wasn’t satisfied that we lost a customer, but I was now armed with valuable new information that would lead to a breakthrough in our sales model. From these discussions, we were able to gain incredible insights into the root causes of customer churn that informed our strategy from marketing and sales through product and service delivery.

Journey mapping 52

Journey mapping Finance SaaS Consulting 52

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. If your business model is based on high acquisition, five percent churn might be sustainable, but most B2B SaaS businesses simply aren’t built that way.

SaaS 40

SaaS Upselling Customer retention B2B 40

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

CustomerSuccessBox

JANUARY 24, 2019

All the functions post sales have gained importance in the subscription economy as now the power is in the hands of the customers. The customer success department can improve your financials dramatically as the major revenue for a SaaS company comes from the existing customers. That is NOT true.

Customer Support 67

Customer Support Upselling SaaS Transportation 67

ChurnZero

DECEMBER 9, 2022

In 2020, that figure dropped by half to 38%. They have a core philosophy that you cannot have a successful high-growth software company if your core metrics around Customer Success are not strong, including NPS. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS? You run the gamut.

Coaching 52

Coaching Metrics Marketing Enterprise 52

ChurnZero

FEBRUARY 14, 2020

If B2B SaaS were on a dating site, it’d be looking for a lifelong commitment; a scary thought for potential suitors when there are plenty more fish in the sea. Wednesday, February 19, 2020, 2:00 – 3:00 PM EST. Often, getting access to the data points that matter most early in the customer journey can be difficult.

Journey mapping 64

Journey mapping B2B SaaS Metrics 64

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. These stages are marketing, sales, product adoption , retention, business expansion and brand advocacy. Well, it can be all of it. Chief Customer Officer.

Chief Customer Officer 10

Chief Customer Officer SaaS Upselling Journey mapping 10

ChurnZero

MARCH 20, 2020

Peppered with nuance, the recipe for the perfect ratio of technical, subject matter, and relationship expertise is not as cut and dried or easily transferable across SaaS as hiring managers may hope. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT. The new growth engine. Be Data-Minded. t wears that never gave them the con?

Customer centricity 52

Customer centricity Finance SaaS Scripts 52

SmartKarrot

JULY 2, 2020

But its meaning turned on its head when it came to be associated with SaaS businesses and customer requirements. It was the favourite SaaS buzzword about two years ago, touted by Customer Success (CS) evangelists to describe what customer success means to a SaaS company. What is desired outcome? Source: SixteenVentures.

SaaS 10

SaaS Metrics Upselling Analytics 10

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. Our sales team started to call every single customer we had to make them add a user or a number. . At 9 p.m.,

SaaS 147

SaaS Engineering Metrics Telecommunications 147