CustomerSuccessBox

APRIL 29, 2022

* ABS corp , a B2B SaaS firm acquired as many customers as it wanted. It is because as they kept acquiring new customers, they overlooked the existing ones! As a result, customers churned and the firm couldn’t do anything about it. If not, start focusing on customer retention. Yet, success remained elusive.

SaaS 52

SaaS Customer retention Metrics B2B 52

Totango

MARCH 24, 2020

Keeping pace with your customer’s evolving needs and experiences throughout their journey is essential to remaining a part of their plans. The most effective way to follow this progress is to break down the journey into modular B2B customer lifecycle stages. Customer escalations are rare and valuable assets.

B2B 59

B2B Management Upselling SaaS 59

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. Let’s take a look at three ways digital lean concepts can help the customer, and because they help the customer, they help sales.

Sales 99

Sales Technology B2C Customer Experience 99

TeamSupport

JULY 27, 2020

Based on our eBook, B2B Customer Support: From Discovery to Onboarding and Beyond , once you decide to implement a new B2B customer support software solution, the first step is to do an internal assessment to determine how to choose the right provider. Customization. Cost Effectiveness and Flexibility.

B2B 64

B2B Customer Support SaaS Accountability 64

CustomerSuccessBox

SEPTEMBER 15, 2021

With customer success being a new function and companies not prepared for it, outsourcing might seem like a wise decision. What is customer success. Customer success isn’t that complicated. The competition is growing in the SaaS industry and customers now have many choices. Why you should have customer success.

outsourcing 52

outsourcing B2B SaaS Feedback 52

Solvvy

JUNE 17, 2021

Tiered support packages have become a revenue-generating and commonplace practice for many SaaS and B2B companies. Solvvy’s complete chatbot and automation platform offer ease of implementation for tiered support and guide users based on their defined level in their account.

Personalization 71

Personalization Customer Experience Chatbots Upselling 71

Cincom

APRIL 12, 2021

The one similarity that can be found between a majority of those digital lean definitions and the major concept of selling, the most important piece for any B2B or B2C business, is the customer. Let’s take a look at three ways digital lean concepts can help the customer, and because they help the customer, they help sales.

Sales 52

Sales Technology B2C Customer Experience 52

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. The figure stands at 23%for B2B,” ( Forrester ).

Customer Experience 54

Customer Experience B2C B2B SaaS 54

CustomerSuccessBox

NOVEMBER 23, 2021

The SaaS industry has realized how important Customer Success and user retention are. To achieve long-term growth, customer success teams need the best software that helps them know their customers well and satisfy them. CustomerSuccessBox is rated as the Top Customer Success Software by G2. CustomerSuccessBox.

SaaS 52

SaaS Upselling B2B Accountability 52

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Many people think of SaaS and CS metrics as black and white. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? It’s where you develop the customer relationship and where the renewal really happens.

SaaS 98

SaaS Benchmark Metrics Consulting 98

CustomerSuccessBox

APRIL 19, 2022

Businesses are realizing the power of customer journey mapping to monitor customer experience performance and identify opportunities for improvement. Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes.

Metrics 52

Metrics Analytics SaaS Journey mapping 52

TeamSupport

JULY 20, 2020

Let’s take a look at four elements of B2B customer support excellence and the strategic business impact of each. Profit Contribution: The customer support function has evolved drastically in the past 10–15 years. And failure to deliver adequate support can negatively influence the same.

Customer Support 98

Customer Support Technical Support B2B SaaS 98

CustomerSuccessBox

DECEMBER 24, 2021

For B2B SaaS companies, user adoption is one of the most important elements of sustainable growth. The time to first value or core value of the product was found to be the most important metric for SaaS growth. It is simple, acquiring customers is five times more expensive than keeping an existing one.

SaaS 52

SaaS B2B Upselling Metrics 52

CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Upselling 52

Upselling SaaS CRM Multi-channel support 52

CrazyCall

SEPTEMBER 4, 2018

With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 Steli hasn’t always been a sales guru and executive of one of the fastest growing SaaS CRM. Coach to SaaS founders, Chief instigator at DanMartell.com. million in total revenue in Q1 2018.

Sales 129

Sales SaaS CRM B2B 129

Nicereply

JULY 13, 2021

As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. One way to prepare your agents to support customers is by allowing them to use your products themselves. Loom is a B2B and B2C video software company.

B2B 98

B2B B2C SaaS Technical Support 98

CustomerSuccessBox

SEPTEMBER 7, 2021

With Customer Success teams who work on onboarding automation and efficiency to set their customers up for a strong initial footing, this will result in long-term success. Pro Tip: Designing a Customer Onboarding Framework for B2B SaaS. #2 8 Substantial Investment in Customer Journey Mapping.

Journey mapping 96

Journey mapping Engineering SaaS Upselling 96

Kapta Customer Success

OCTOBER 3, 2016

Did you know that by 2020, customer experience will overtake price and product as the key brand differentiator? SaaS companies have realized this truth and are embracing Customer Success as a way to engage and connect with their clients and to ensure that clients excel alongside their brands. Improves Customer Loyalty.

SaaS 40

SaaS B2B Education Accountability 40

ChurnZero

APRIL 15, 2022

SalesIntel is a leading sales intelligence platform and B2B contact data provider. Leading CS at a company that lives and breathes data, Chelsea understands the importance of a holistic customer view to drive expansion opportunities. Many SaaS businesses use a pricing model based on license count. Set up a play for the segment.

Accountability 98

Accountability SaaS Upselling Metrics 98

CSM Magazine

MAY 30, 2016

The reasons to embrace Customer Experience Management can be various, but the common truth is that businesses now find it hard to resist jumping on the bandwagon too as the age of the customer is finally and irrevocably here. marketing automation (think customer journey mapping and personalized content marketing).

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

CustomerSuccessBox

MARCH 15, 2022

Use this analogy to explain your SaaS business model. For SaaS organizations, the purpose of a free trial is to obtain a customer. Customers that sign up for a free trial are a great marketing target because they’ve already committed to your business enough to sign up and maybe provide relevant information.

SaaS 52

SaaS Construction Accountability B2B 52

Totango

MARCH 8, 2022

These and other potential benefits make joining a customer success community a winning proposition for CS team members, managers and marketing leaders. Nine Best Customer Success Communities in 2022. Here are nine of the best customer success communities to consider joining. Customer Success Executives. CS in Focus.

Best practices 118

Best practices SaaS B2B Marketing 118

CustomerSuccessBox

SEPTEMBER 30, 2021

Customer Success is expanding its reach and is becoming increasingly pertinent. You might already know about customer satisfaction or customer experience, but it’s time to get up to speed with CS. We’ve gathered some of our favorite customer success webinars. Webinar 1 – How to Onboard Customers Remotely.

Customer advocacy 52

Customer advocacy B2B B2C SaaS 52

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Many modern SaaS companies grow exponentially as a result of efficient CS initiatives. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business).

Upselling 52

Upselling SaaS Customer advocacy B2B 52

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Success is a tricky department because it does not yield instant ROI. Just churn does not cover the full potential of the customer success department. 5) Expansion MRR.

SaaS 52

SaaS Benchmark Customer advocacy Upselling 52

CustomerSuccessBox

JANUARY 2, 2022

As we enter another year, Customer Success is poised to be more sophisticated. Let’s assume that a growing SaaS firm acquires more customers, hires more employees, and increased the number of all other key stakeholders. 6 Focus areas for a Customer Success Team or a Customer Success Leader. VALUE ’ is important.

SaaS 52

SaaS Metrics Accountability Upselling 52

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

JustCall

MARCH 8, 2023

And customer experience has emerged as one of those areas where they have had a significant impact over the past few years. Annette Franz is a renowned customer experience thought leader, consultant, coach, and author with over 30 years of experience in the industry. Annette Franz Founder and CEO, CX Journey Inc.

Chief Customer Officer 52

Chief Customer Officer Consulting Consulting Customer centricity 52

ClientSuccess

DECEMBER 16, 2021

goal setting best practices – to capture and complete customer goals that are specific, measurable, attainable, relevant, and time-based. In addition to the value provided to CSMs, Goals provides end-customers with the transparency and accountability they’re looking for from their partners.

B2B 52

B2B SaaS CRM Best practices 52

Amity

APRIL 25, 2016

Andrew draws from almost ten years of strategic business consulting experience to help clients achieve their goals in Customer Success. VP of Client Experience - Compellon. Annette is a recognized Customer Experience thought leader who is passionate about helping build people-focused organizations. CSM Corner.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

CustomerSuccessBox

APRIL 19, 2022

One of the key drivers for growth in the B2B SaaS industry is the customer success based business models. So, as an enterprise, you’d require an ‘ Enterprise Customer Success Management ‘ system in place! SaaS is the future. Why is CSM necessary for an established Enterprise? Summing up!

Enterprise 52

Enterprise Management B2B SaaS 52

Satrix Solutions

APRIL 2, 2018

Natero helps Customer Success Managers reduce churn, increase expansion, and manage more accounts. We sat down with CEO, Craig Soules, to get his thoughts on how Customer Success Managers can deliver real value. Read our interview: Evan Klein: How has the Customer Success industry changed since Natero was first founded in 2012?

SaaS 60

SaaS B2B Metrics Accountability 60

CSM Practice

MAY 22, 2022

A profitable Customer Success framework is built on the various stages that a customer goes through in his/her relationship with your business. On the other hand, Customer Experience, which is an important component of Customer Success, is created at every level of the contact between the customer and vendor. .

Brand ambassadors 59

Brand ambassadors SaaS B2B Customer retention 59

AWS Machine Learning

MAY 25, 2023

This post was co-authored by Brian Curry (Founder and Head of Products at OCX Cognition) and Sandhya MN (Data Science Lead at InfoGain) OCX Cognition is a San Francisco Bay Area-based startup, offering a commercial B2B software as a service (SaaS) product called Spectrum AI. Ajay Swaminathan is an Account Manager II at AWS.

Analytics 65

Analytics Engineering Accountability Enterprise 65

Totango

JUNE 9, 2020

Customer retention is the lifeblood of the SaaS and subscription industry. The digitization of business has empowered customers to seek flexible, personalized business solutions that spread the cost of overheads and capital over the life of an ongoing partnership. How to Encourage Renewals.

SaaS 62

SaaS Enterprise Construction Finance 62

CustomerSuccessBox

JULY 2, 2020

Quarterly business reviews or QBRs as they are lovingly called (or with hate ) in the customer success world are a customer success manager’s second most important scheduled meeting with the customer. The first is obviously the customer onboarding meetings which are essential to retaining any B2B SaaS customer.

SaaS 52

SaaS Upselling B2B Feedback 52

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? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit. Get a 360-Degree View of Your Customers . This is shocking.

Customer retention 97

Customer retention Chief Customer Officer SaaS Accountability 97