Totango

MAY 7, 2024

By our math, that means nine out of 10 revenue-accountable leaders need a hand getting on the same page as their fellow go-to-market (GTM) counterparts. Strategy #3: Share revenue responsibility and success metrics There’s been a major shift in the B2B space over the past few years.

Sales 97

Sales Upselling Metrics Accountability 97

Interaction Metrics

JULY 10, 2023

And can it account for diverse customer expectations, subconscious reactions, and a range of sensations and feelings? Especially for many B2B companies, AI isn’t necessary to achieve rigorous Text Analysis of comments and conversations. Will AI capture the nuances of the customer experience? It depends. Far from it.

B2B 48

B2B Customer Experience Chatbots Feedback 48

OctopusTech

MAY 25, 2021

It’s a fact that for B2B software industries securing a new client can be a difficult as well as a hectic task. Moreover, all B2B businesses have certain objectives as well as deadlines to meet that correspond with their financial incentives. Simply put, a B2B customer onboarding must be like the way you begin with a new team joiner.

B2B 62

B2B outsourcing Customer Support Accountability 62

Kapta Customer Success

SEPTEMBER 19, 2016

Customer Success is one of the biggest buzzwords floating around the B2B SaaS space today. As a key account manager, it’s vital that you engage in Customer Success content that is insightful, valuable, and relevant, giving you that competitive edge to deliver amazing service to your clients. CX Journey. forEntrepreneurs.

Accountability 45

Accountability Management SaaS Chief Customer Officer 45

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . B2B companies sell to other companies.

Journey mapping 78

Journey mapping B2C B2B Surveys 78

Mindtouch

JANUARY 23, 2020

To that end, we worked hard this past year to help our customer base run audits to identify the MindTouch ROI and value metrics they care most about—data points not inherently baked into our product. This included metrics around cost savings, efficiency gains, and revenue generation. Another company estimates $11.5 million in savings.

Metrics 62

Metrics B2C B2B Self service 62

CustomerSuccessBox

APRIL 19, 2022

Similarly, customer journey analytics will allow contact center professionals to smoothly monitor contact center metrics and help them analyze the serious metrics that impact key business objectives like the cost to serve, NPS, etc. Metrics at different stages of the customer journey that require analytics. Onboarding Stage.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

CustomerSuccessBox

JUNE 12, 2021

Although these two key roles sound similar, some strict lines differentiate between an Account Manager (AM) and a Customer Success Manager (CSM). Who is an Account Manager? An account manager is, usually, the single point of contact between the company and the customer. Account management vs Customer Success (CS).

Accountability 52

Accountability Management SaaS Upselling 52

Beyond Philosophy

JULY 21, 2022

We’re implementing a Voice of the Customer (VOC) program on a customer platform in a large business-to-business (B2B) organization. In some cases, particularly B2B situations, giving some of the data you collect back to respondents through quarterly reports of your data responses or something along those lines could motivate them.

B2B 221

B2B Surveys Metrics Consulting 221

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) 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.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

JustCall

FEBRUARY 28, 2020

Or, Are you looking for an Account Manager job description that can take you through your interview? Well, whether you yourself are going to take up the role of an Account Manager or you are looking out for hiring one. This blog post will give you a complete idea of an Account Manager job description.

Accountability 52

Accountability Management Finance Upselling 52

SmartKarrot

OCTOBER 26, 2022

Implementing a comprehensive account management program is the greatest approach to preventing an expensive breakup with your most valuable clients. Key account management is the tactical method businesses use to manage and expand their most crucial clients. 6 Account Management Best Practices for B2B Companies!

Best practices 11

Best practices B2B Accountability Management 11

CustomerSuccessBox

JULY 2, 2019

Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. In the previous blog , we covered the first topic of discussion: Moving from reactive support to proactive success. Apoorva Jaswal , Technical Account Manager, Branch.

SaaS 66

SaaS B2B Education Metrics 66

ChurnZero

MARCH 29, 2019

This is a guest blog post by Gaetano DiNardi from Nextiva. How Best to Create a B2B Survey. You may think when looking for clear feedback from clients in the B2B sphere, it can be simple enough to directly ask for an assessment of the products or services you are providing. Methodology.

B2B 73

B2B Surveys Customer centricity Construction 73

CustomerSuccessBox

MAY 25, 2021

Customer retention is critical — particularly for B2B SaaS companies. Measuring both of these metrics will give a more balanced view of your retention. You can know about other retention metrics which matters for your SaaS business . Probably not. That’s because Customer Retention is critical. And the reason is manifold-

Customer retention 52

Customer retention Metrics Upselling SaaS 52

ChurnZero

OCTOBER 5, 2022

This is a guest blog contributed by Emily Ryan, chief client officer at Valuize , a B2B consulting company that helps industry-leading technology organizations supercharge their customer lifecycle to drive best-in-class net dollar retention. Growth of the account and potential to grow. Length of the relationship.

Metrics 94

Metrics B2B Education Accountability 94

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn. Download the report.

B2B 98

B2B Upselling Customer retention Customer Support 98

Totango

MAY 10, 2022

In this blog, we’ll look at the essentials of a customer engagement strategy, particularly how to use it to engage enterprise clients. Regular usage of accounts and product features. Engaging decision-makers in discussions about performance goals and metrics provides a transparent, objective basis to demonstrate product value.

Journey mapping 77

Journey mapping SaaS Enterprise B2B 77

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

VC and PE firms now ask founders about the metrics owned by CS teams, specifically NRR and GRR , within the first ten minutes of conversation. You Mon: Accountability. You’re accountable every day, every month, every year. However often your renewal cycle is, you’re accountable. That’s No.

SaaS 52

SaaS B2B Upselling Metrics 52

Totango

MAY 15, 2024

Establishing clear metrics, out-of-the-box templates, and KPIs to demonstrate the value of AI features ensures that AI initiatives deliver tangible benefits and effectively address customer needs. Prepare to showcase customer value. Our takeaway : The impact value of AI begins and ends with business goals. .”

Sales 104

Sales Enterprise B2B Marketing 104

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. Our health is not a unit, not a metric that can be looked on at in aggregate.

Best practices 89

Best practices Accountability SaaS B2B 89

Amity

FEBRUARY 18, 2014

In Part 1 we expanded Geoffrey Moore’s Four Gears model to this emerging B2B model ( SaaS 2.0 ) In this post we will examine how to operationalize the four gears. Over the past few years the B2B business model has evolved from a ‘Land and Maintain’ model to a ‘Land and Expand’ model. Four Gears Model for B2B SaaS. Customer Ops.

B2B 48

B2B SaaS Customer advocacy Metrics 48

SmartKarrot

APRIL 13, 2023

In today’s economic environment, effective account management is essential for building and maintaining strong client relationships and achieving growth. From podcasts and webinars to blogs and social media posts, these influencers are using a range of channels to help other account managers learn, grow, and succeed.

Accountability 11

Accountability Management Consulting Consulting 11

Totango

JUNE 24, 2022

Moreover, the outcomes that define customer success may vary based on whether your SaaS product is B2C or B2B. For example, a B2C customer might prioritize user experience, while a B2B client might emphasize return on investment. Onboarding metrics, such as average time-to-value. Adoption metrics , such as license utilization.

Best practices 103

Best practices SaaS Journey mapping B2C 103

Totango

JUNE 17, 2021

In a B2B context, here are some of the most useful ways to segment customers and when you might want to use each: License Utilization. This criteria segments customers based on how many licenses an account is utilizing out of the total number available, an important engagement metric. Account Status. Active Users.

B2B 71

B2B Accountability Journey mapping Sales 71

ChurnZero

AUGUST 27, 2021

This is a guest blog post by Shoshana Luria from PandaDoc. Customer Success (CS) is a core business function, and for some B2B companies, CS is a growth engine. This quota is met based on various metrics such as retention, expansion, and net renewal rate. The average CSM has between 16 and 200 active accounts at a time.

Metrics 98

Metrics Upselling B2B Accountability 98

CustomerSuccessBox

JUNE 18, 2021

In this article, we collate blogs and webinars from CustomerSuccessBox which will help you as an extensive guide for customer success. The blog tells you about how does the onboarding experience of the customer define the ongoing relationship you have with your customer . Designing a Customer Onboarding Framework for B2B SaaS.

SaaS 52

SaaS B2B Customer retention Upselling 52

Nicereply

FEBRUARY 2, 2024

This will simplify your B2C or B2B sales lead generation efforts since prospective clients will come to you with pre-established trust courtesy of the positive reviews by your happy customers. To help you make the distinction, here are brief explanations of customer success, customer experience, customer service, and account management.

Education 59

Education Accountability Customer retention Journey mapping 59

CSM Magazine

NOVEMBER 21, 2022

One of the most important things for the success of a B2B SaaS company is customer retention. When some adjustments are made, take into account what users are saying. For instance, when the welcome screen includes several elements like hotspots, tutorials, blog post notifications, and CTA buttons , it is way too much.

SaaS 52

SaaS B2B Metrics Customer retention 52

CustomerSuccessBox

APRIL 19, 2021

Customer behavior analytics is becoming increasingly an important metric across all industries to understand, engage and retain customers. Further, the focus here will be to capture both user and account usage. Users are always seen as a persona belonging to a specific account. Consumption Metric . Basic Telemetry.

Customer retention 52

Customer retention SaaS APIs Metrics 52

ChurnZero

MAY 4, 2023

There’s a closely held growth secret among large B2B professional services firms, like consultants, accountants and law firms, that Customer Success Managers (CSMs) might appreciate: The more relationships a client has across a firm, the lower that client’s flight risk. Looking to be a part of a new CS community?

SaaS 98

SaaS Best practices Gamification Feedback 98

Nicereply

NOVEMBER 27, 2023

One metric that serves as a crucial tool in your arsenal is the Customer Satisfaction Score or CSAT. Whether you are new to the world of customer experience metrics or are looking for ways to improve your current methods, this comprehensive guide will offer valuable insights. What is a CSAT (Customer Satisfaction Score)?

Metrics 59

Metrics Surveys Analytics Feedback 59

CustomerSuccessBox

AUGUST 31, 2021

If yes, then this blog is intended for you! If you’re a B2B SaaS business, this statement becomes more profound! Let’s look at some facts and figures which are vital metrics to keep track of. In B2B SaaS you spend anywhere between 1–3X times the Annual contract value (ACV) as your Cost of Acquiring the Customer (CAC).

SaaS 52

SaaS B2B Upselling Metrics 52

JustCall

FEBRUARY 11, 2022

Key Account Manager: A key account manager is an entry level to mid level sales job. One of the main objectives of a key account manager is to develop trust relationships with clients so they don’t end up turning to competition. Hands-on experience in handling multiple client accounts.

Sales 52

Sales B2C call center software B2B 52

Satrix Solutions

SEPTEMBER 15, 2020

There is a lot of literature and opinion out there when it comes to evaluating customer sentiment collected from your surveys in a B2B environment. In the context of a B2B customer survey, we’re referring to feedback gathered in response to open-ended questions (i.e. Why did you score us the way you did?”). Related Posts.

Surveys 78

Surveys B2B Feedback SaaS 78

SmartKarrot

NOVEMBER 14, 2022

The decisions your business makes during the account onboarding process can be crucial for determining the future success of an account. Account onboarding can help your business address customer queries and concerns related to the value your products and services can provide them.

Accountability 10

Accountability B2B Journey mapping Construction 10