Jive

SEPTEMBER 4, 2018

At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. SaaS—Why it matters. SaaS-based services can be availed following a subscription model. Technology in 2018 is teeming with a wealth of acronyms. It’s also a trend that’s likely to continue.

voip 52

voip SaaS Technology Benchmark 52

ChurnZero

JUNE 19, 2020

To answer that and more, we invited SaaS Capital’s Managing Director, Rob Belcher, and Software Equity Group’s Managing Director, Allen Cinzori, to join us for a webinar. Speakers: Rob Belcher , Managing Director, SaaS Capital. Allen Cinzori , Managing Director, Software Equity Group. Q&A Recap.

SaaS 72

SaaS Metrics Surveys Customer retention 72

ChurnZero

JULY 9, 2020

These SaaS companies offer comprehensive training programs, resources, and events to their customers and even the larger professional community. After each instruction-based webinar, customers have a 1:1 consultation with their Customer Success Manager. The same holds true for our vendors. Uncover Opportunities With Upsell Campaigns.

SaaS 64

SaaS Marketing Upselling Chief Customer Officer 64

Totango

AUGUST 23, 2022

By charting the points in your SaaS customers’ journeys, you can plan how to deliver clients’ desired outcomes and satisfying experiences that promote subscription renewals and higher revenue. Touchpoints also include occasions when clients interact with your software app in a SaaS context. What functions the interaction serves.

B2B 116

B2B Journey mapping SaaS Engineering 116

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? Challenges.

Management 52

Management Customer retention Upselling Accountability 52

Amity

OCTOBER 5, 2015

Weight Management for Health in #CustomerSuccess? Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. Amity automatically attaches labels to accounts when a condition is met or an exception occurs.

Management 61

Management SaaS Benchmark Accountability 61

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. While for a large business catering to a vast volume of crowd losing 5% customers annually is still manageable.

Benchmark 10

Benchmark SaaS B2C B2B 10

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. To get even more accountable. External benchmarks are brilliant additions to any plan. ” 6: Manage Operational Conversations. The post 7 Tips for Better SAAS Board Meetings appeared first on AskNicely. 1: Check Your Pompoms At The Door.

SaaS 68

SaaS Benchmark Metrics Accountability 68

SmartKarrot

FEBRUARY 21, 2023

The case for a renewed focus on account management What is Account Management? With the rapid evolution of SaaS platforms, the existing benchmarks of success are being replaced with new ones that better reflect the intrinsic value of functions and businesses in the eyes of stakeholders and investors.

Accountability 10

Accountability Management SaaS Finance 10

Amity

OCTOBER 10, 2016

Every SaaS company sets their own benchmarks tied to activities they deem important to customer health in an attempt to keep customers engaged and happy—and ultimately reduce churn. SaaS companies set customer health scores that typically include: User Activity: login stats, system usage. Health scores.

Management 64

Management SaaS Benchmark Accountability 64

Totango

AUGUST 18, 2022

A lot goes into crafting the ideal onboarding process for SaaS products. In the SaaS industry, onboarding is the process of guiding a new customer through the steps they need to start using the product they just purchased. The term is borrowed from human resources management. Assigning account managers.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

AskNicely

SEPTEMBER 26, 2015

We interviewed directors of SaaS startups to get their insights. To get even more accountable. External benchmarks are brilliant additions to any plan. ” 6: Manage Operational Conversations. The post 7 Tips for Better SAAS Board Meetings appeared first on Net Promoter Score from AskNicely.

SaaS 60

SaaS Benchmark Metrics Accountability 60

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. They encompass how you manage your customer success team as well as how you interact with customers and incorporate customer data into your renewal process and product roadmap. Check-in Frequently with Your Current Customers .

Best practices 96

Best practices Benchmark Education Surveys 96

Totango

FEBRUARY 10, 2021

To put your goals of promoting customer success into action, you can define benchmarks that measure success in quantifiable terms. Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Set Success Goals for Each Stage of Your Customer Journey Map.

Customer retention 85

Customer retention Journey mapping Benchmark SaaS 85

ClientSuccess

NOVEMBER 15, 2017

What Is Customer Lifecycle Management? Customer Lifecycle Management (sometimes referred to as “CLM”) is the process of mapping out the entire customer journey and then associating specific lifecycle stages to individual metrics. How To Get Started With Customer Lifecycle Management.

Enterprise 40

Enterprise Journey mapping Management Benchmark 40

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Click to download. Use a Product Analytics Map for Your Product. After onboarding has been completed. Monitor Product Review Websites.

Feedback 102

Feedback Benchmark Surveys Analytics 102

ChurnZero

SEPTEMBER 7, 2018

As we’ve mentioned before – Customer Success Manager is the third most promising job for 2018 according to LinkedIn. To start, here’s some tips for writing the perfect Customer Success Manager job description. List of the desired results or outcomes that the CSM is accountable to deliver. Must-Have Skills and Experience.

Management 45

Management Education Benchmark SaaS 45

CustomerSuccessBox

NOVEMBER 17, 2021

A major shift in the distribution model of software meant that SaaS metrics needed to evolve. If you are a SaaS business, churn is your devil with the pitchfork. But SaaS leaders know the importance of Net Revenue Retention and tracking it. It is an indicator of growth for SaaS businesses. Increasing NRR Accountability.

Upselling 52

Upselling SaaS Metrics Accountability 52

ClientSuccess

FEBRUARY 15, 2021

Customer-centric service has emerged as one of the leading contributors to account renewals, recurring revenue, and upsells for SaaS-based organizations. . What this really boils down to, however, is that CSMs and account managers should make decisions and build project plans from the customer mindset.

Benchmark 59

Benchmark Upselling Accountability Customer centricity 59

CSM Practice

OCTOBER 15, 2019

A steady stream of recurring revenue is essential for any SaaS company. Optimizing the renewal process is the solution to stabilizing and maintaining the recurring revenue streams from SaaS clients. A TSIA benchmark study on renewal rates showed that there is a 13.7

Benchmark 40

Benchmark SaaS Journey mapping Analytics 40

Help Scout

SEPTEMBER 21, 2021

For instance, customer success may be responsible for implementation, onboarding, and lifecycle management at some larger companies. At others, customer success specialists are accountable for managing churn and providing essential support. Manage the onboarding process for each new customer, from technical evaluation onward.

Education 103

Education Accountability Benchmark Sales 103

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. We know that not everyone wants to manage a team. Customer Success shows promising signs of growth.

Coaching 52

Coaching Benchmark Consulting Consulting 52

ChurnZero

AUGUST 14, 2020

Not product management. Customer Relationship Management (CRM) Software. They focus on opportunity management – like the manual activities that typically exist within accounts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If It’s Customer Success for us.

CRM 87

CRM Finance Upselling Accountability 87

CustomerSuccessBox

AUGUST 10, 2021

At every stage, you need some kind of a health score to evaluate the status of the account and decide how you would engage with the account to take it ahead in the journey. And Companies, where CSMs manage less than 60 accounts or less. Suggested Reading: 6 Exclusive Hacks To Accelerate Customer Retention For Your SaaS.

Customer advocacy 52

Customer advocacy Customer retention Benchmark Surveys 52

ChurnZero

OCTOBER 22, 2021

If you work for a SaaS business, you know word-of-mouth marketing is everything. But as you acquire more customers, you’ll no longer be able to passively manage these lead and brand-building sources. Rachel Gurman , Customer Success Manager at ChurnZero. And that’s where advocacy programs come in. Megan Macaluso , Sr.

Customer advocacy 96

Customer advocacy SaaS Benchmark Healthcare 96

OctopusTech

MARCH 1, 2023

Product and tech support Customers call for help to solve a wide array of issues, from returning damaged products or changing account information and passwords to complaining about product malfunctions. This may help them with benchmarking and goal setting. Fight the urge. Train your supervisors.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After specific product adoption benchmarks have been achieved. Use a Product Analytics Map for Your Product. After onboarding has been completed. After a customer support issue has been resolved.

Feedback 71

Feedback Benchmark Surveys Analytics 71

CustomerSuccessBox

MARCH 11, 2022

Internal Quarterly Business Review is a strategic activity used by customer success teams to assess their functional roles with their managers during the preceding quarter and think about how to renew customers, work through forthcoming obstacles, and perceive possibilities in a new way. 5 Internal QBR Benchmarks to Examine.

Accountability 52

Accountability Benchmark Upselling SaaS 52

ChurnZero

FEBRUARY 15, 2019

It was a huge uniting of the global B2B SaaS community. . We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. . In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model.

SaaS 53

SaaS Benchmark Metrics B2B 53

Amity

JANUARY 13, 2016

In this issue of the SaaS Tattler we discuss how to make sure your Customer Success team is making the required impact. A Guide of SaaS Companies. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. • What Does "Customer Success" Mean for SaaS Startups.

Benchmark 48

Benchmark SaaS Surveys Metrics 48

CustomerSuccessBox

DECEMBER 22, 2021

However, Most often the onus lies on the shoulder of the Customer Success Manager (CSM) to get the Executive Sponsor to attend the meeting. Industry best practices Benchmarking studies How mature are their processes compared to competitors? As a B2B SaaS business, you’re always interested in knowing what your peers are doing right.

Benchmark 52

Benchmark B2B Best practices SaaS 52

ChurnZero

NOVEMBER 11, 2020

Customer Success (CS) has become a larger priority for many companies in the past five years as the shift to SaaS subscriptions has become the de facto standard for most license models, and customers can more easily switch vendors with little effort. What happens when your Customer Success Mangers have to manage 40-100 customers each?

CRM 85

CRM Benchmark Analytics SaaS 85

ClientSuccess

APRIL 15, 2019

When one looks at the typical SaaS method of sales and customer success, there is a clear funnel in place. In the past few years as the traditional SaaS sales and marketing model has taken hold, customer churn has been the sole responsibility of customer success teams. Here are three ways SaaS companies can address customer churn: 1.

SaaS 50

SaaS Journey mapping Benchmark Sales 50

Amity

APRIL 25, 2016

Market Strategy Manager - OpenView Venture Partners. Chad is an experienced and accomplished technology leader specializing in product management and strategy, product innovation, product marketing, sales engineering, usability, and customer experience management. Community Manager - C u stomerExperience.io. Colin Shaw.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

JustCall

DECEMBER 7, 2022

With these, you can benchmark your team’s performance against its goals and decide on appropriate incentives and training programs. Annual revenue per user or account (ARPU/ARPA). It is the mean revenue from customer/account/product/service/geography over a specified period. Sales per rep or Quota attainment.

Analytics 52

Analytics Sales CRM Metrics 52

CSM Practice

NOVEMBER 4, 2019

As SaaS companies mature, they are presented with bigger challenges that are associated with scaling. Mature SaaS companies are generally more concerned with the elements of scaling customer success. Interestingly, the best customer experience doesn’t always require a Customer Success Manager (CSM).

Benchmark 45

Benchmark Journey mapping Analytics SaaS 45

ChurnZero

MAY 15, 2020

With Customer Success teams beginning to transition from response to recovery and adapt to their “new normal,” we wanted to share some basic benchmarks showing how ChurnZero customers have reacted to the COVID-19 crisis. The data in this article is sourced from SaaS businesses across 20 industries that use ChurnZero. 2x emails sent.

Benchmark 72

Benchmark Accountability SaaS Customer retention 72