inSided

SEPTEMBER 22, 2022

We’ve all been following the impact of the economic downturn we’re experiencing on SaaS companies, our own businesses, and others we use and love. Here are the five most common reasons we’re seeing and hearing from prospects and customers in B2B SaaS. Resources become scarce, increasing the need to scale the ones you have.

Education 59

Education SaaS Accountability Best practices 59

CustomerSuccessBox

SEPTEMBER 4, 2019

In case, you are planning to switch to Customer Success and wonder how we truck through our day, here’s a little glimpse. A Customer Success Manager’s role differs on the basis of a high/low touch base model and the size of the accounts – small, medium and enterprise. It gives me a sense of triumph.

SaaS 78

SaaS Accountability Best practices Finance 78

CustomerSuccessBox

OCTOBER 4, 2021

SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. SaaS businesses aim at being customer-centric. A study shows that customer-centric businesses are 60% more profitable than their counterparts. How to Manage your Tasks.

Customer centricity 52

Customer centricity SaaS Big data Accountability 52

CustomerSuccessBox

MAY 9, 2022

Doing business while keeping a pleasant client relationship has become exceedingly challenging in today’s hyper-competitive SaaS industry. Because team members are all working toward the same goals, a shared team KPI system will support the standardization of best practices and foster a sense of clarity and camaraderie.

Metrics 52

Metrics Upselling Customer advocacy CRM 52

ChurnZero

AUGUST 2, 2019

With statistics like this , it’s not surprising that a strategy once reserved for food courts has spread to other industries ; SaaS is no exception. For SaaS based businesses, initial product usage has a major impact on long term Customer Success. Now That You Know .

SaaS 58

SaaS Accountability Sales Personalization 58

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. To measure the effectiveness of customer success practice, it is critical to have KPIs.

Upselling 52

Upselling SaaS B2B Metrics 52

CSM Practice

FEBRUARY 20, 2020

Advanced health score includes a dashboard to track the CSM in charge of making the customer healthy, their progress, and the health trends of the account. An Advanced Analytics Case Study. A case study involving one of our clients at CSM Practice revealed the true determinants of customer account expansion: 1.

Analytics 52

Analytics Customer centricity Metrics Accountability 52

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model.

SaaS 40

SaaS B2B Engineering Best practices 40

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. Accountability is essential in customer success to establish a culture of improvement.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CustomerSuccessBox

MARCH 14, 2022

Surprisingly, those same SaaS executives routinely make bad decisions simply because they misinterpret their data. This learning series helps Customer Success Operations, Customer Operations, Customer Success leaders, and business analysts learn and apply practical statistics in real-world Customer Success applications. Enroll here.

Journey mapping 52

Journey mapping Accountability Construction Management 52

CustomerSuccessBox

APRIL 3, 2022

CustomerSuccessBox is a customer success platform that helps high-growing B2B SaaS companies reduce churn and grow their recurring revenue. To collect client tales, case studies, and testimonials, customer success teams collaborate with marketing. Sharing Best practices in Customer Success specific to your business case.

APIs 52

APIs Accountability SaaS Marketing 52

Education Services Group

JUNE 12, 2018

A Director at a successful SaaS company recently approached me about the role of marketing in customer success. As Robert shared, “…The proven low hanging fruit of Customer Marketing tactics: Newsletters, Case Studies, Blog Posts, Videos (educational – how to use), Meet-ups. Keep in mind that hiring isn’t the only option.

Marketing 53

Marketing Education SaaS Sales 53

Education Services Group

MAY 11, 2018

One case study showed that even just a minor increase in human-touch engagement resulted in increased customer software subscription renewals. vCSMs provide the critical human touch that augments tech touch and bottom-tier neglect described in our blog post, 3 Customer Success Best Practices to Scale People & Automation.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

SmartKarrot

JUNE 30, 2022

testimonials, case studies). Managing numerous customer accounts throughout their whole life cycle and proactively renewing contracts. Partnering with the wider Account/Sales Representatives to identify opportunities for expansion across accounts. Retaining and growing existing accounts.

Finance 19

Finance Metrics Accountability SaaS 19

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

SmartKarrot

JUNE 9, 2020

In the case of customer success, these rock bottom or what we call as the pitfalls could make the hair-line difference between churn and customer stickiness. The best practice you can do is to be aligned with the sales. Trust your instinct and use some of these practices and pave the way to the pinnacle of success.

SaaS 11

SaaS Sales Upselling Best practices 11

SmartKarrot

OCTOBER 27, 2022

Provide best practice recommendations, identify any roadblocks, and partner with the customer to reach desired outcomes. Schedule EBRs with the client on a 6-month basis and monthly/weekly meetings dependent on health and risk of the account. testimonials, case studies).

Upselling 19

Upselling SaaS Coaching Best practices 19

SmartKarrot

SEPTEMBER 27, 2021

Own 50+ strategic accounts including large universities, health systems, and national nonprofit organizations. Build relationships and maintain the health of your accounts. Develop relevant content related to data-driven fundraising best practices. Manage and track issues using Agile methodology.

Customer advocacy 19

Customer advocacy Government SaaS Engineering 19

Amity

NOVEMBER 25, 2014

And like the pioneers in marketing, there is a lot we can learn by revisiting how the pioneers in Customer Success, like Paul Teshima, realized why helping customers succeed was integral to SaaS success and in doing so, shaped this discipline. I recognized that in SaaS you had to have a more pervasive accountability to the customer.

SaaS 48

SaaS Chief Customer Officer Upselling Accountability 48

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Why Digital Client Relationships are Crucially Important for SaaS Businesses.

SaaS 105

SaaS Journey mapping B2B Feedback 105

SmartKarrot

APRIL 2, 2021

Partner with the executive leadership team to develop and execute account engagement, retention and growth strategies. Be a thought leader in developing and executing on Customer Success and Account Management best practices that can be used across the organization. testimonials, case studies).

Entertainment 10

Entertainment Upselling SaaS Accountability 10

SmartKarrot

JULY 28, 2021

Create best practices at scale to leverage Churnzero, Salesforce and other existing tools that will allow the business to better assess risk and opportunity as well as ensure a streamlined customer experience. Provide high-quality reporting and insights, and status of account health.

Finance 10

Finance Accountability Upselling SaaS 10

ChurnZero

DECEMBER 20, 2019

SaaS companies at all stages will continue to increase investment in Revenue and CS Ops to drive the alignment that’s critical for maximizing customer lifetime value. The best and worst customers get enough attention. Increase focus on ‘meh’ accounts. . Like any SaaS platform, you get out of it what you put in.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

SmartKarrot

FEBRUARY 7, 2022

It is an area that affects people involved across various departments in an organization like human resources, sales, marketing, accounting, and IT. This is where it becomes important to track customer accounts and activity on your product so that the relationship between the brand and the user can be nurtured further.

Accountability 10

Accountability SaaS Analytics Engineering 10

SmartKarrot

JUNE 28, 2022

testimonials, case studies). Apply here: [link] Role: Customer Success Manager Location: London, England, United Kingdom (Hybrid) Organization: Joveo As a Customer Success Manager, you will manage and grow a roster of key agency accounts across the UK and EU. Identify opportunities for customers to act as advocates (e.g.

Best practices 3

Best practices Accountability Analytics SaaS 3

SmartKarrot

DECEMBER 5, 2022

Personalized customer services – One of the best practices for customer success is to provide customers with personalized services. Benefits of augmented intelligence in account management. Account management is especially important for any SaaS (Software As A Service) business. Case Study 1.

Accountability 19

Accountability Management Finance Analytics 19

Totango

MARCH 2, 2021

The SaaS business model has transformed contemporary understanding of customer journey stages. Before the rise of SaaS, the customer journey was typically viewed from a marketing and sales perspective, as represented by the image of a funnel marking the steps from brand awareness to a sale. Case Studies. Consideration.

Upselling 63

Upselling SaaS Brand ambassadors Sales 63

aircall

JUNE 7, 2021

We’ll also share an abbreviated case study on how Aircall developed its own commission plans for our sales team. The annual turnover rate in B2B SaaS sales averages around 34%. This also means it becomes difficult to assess who the best sales representatives are on your team. What is a sales compensation model?

Sales 62

Sales Finance Accountability Best practices 62

CustomerSuccessBox

JULY 19, 2022

Successful SaaS companies grow in two ways: by acquiring new customers and by retaining existing customers (i.e., There is no structured repository to consolidate, manage, and access best practices. In contrast, a framework covers all the best practices & fundamentals that should be present in all B2B SaaS businesses.

Upselling 52

Upselling SaaS Best practices B2B 52

CustomerSuccessBox

APRIL 9, 2021

Why choosing the right Customer Retention Software has become so important for B2B SaaS Business? To know the answer, let’s have an overview of how customer retention works for B2B SaaS Business. And then build a process around those best practices to make it a scalable function rather than a one-time thing.

Customer retention 52

Customer retention B2B SaaS Accountability 52

ClientSuccess

JANUARY 24, 2019

For best results during this handoff, the customer success manager (CSM) in charge of the customer account could be introduced early on in the sales process. Between One CSM and Another: Sometimes, a customer success manger (CSM) has too many accounts on their plate already and simply cannot manage another account.

Journey mapping 46

Journey mapping Best practices Accountability Sales 46

Amity

JANUARY 20, 2016

In this issue of the SaaS Tattler, we've currated a list Customer Success articles that are certified classics. While the charter of Customer Success is to drive product adoption and help customers unlock the value of your solution, many departments are stuck in red account hell. This mode of operating can’t continue.

SaaS 48

SaaS Accountability Customer advocacy Sales 48

CSM Practice

MARCH 13, 2020

As beneficial as they can be, the exit of a champion is one of the most common reasons for churn in SaaS companies for many reasons. Your CSMs, Account Managers, and other top-level executives can be mapped to your executive sponsors depending on their account segment. About CSM Practice. Leverage Existing Advocates.

SaaS 82

SaaS Best practices Enterprise Accountability 82

Education Services Group

FEBRUARY 19, 2019

Some SaaS products are designed to improve the day-to-day operations of a business, so their TTV will be near zero. Others, like accounting or inventory software, might not show their true value until the end of the quarter or until tax season rolls around. Case Studies. Time To Exceeded Value. Long Time To Value.

SaaS 40

SaaS Accountability Sales Metrics 40

Amity

MAY 25, 2016

Also, the opportunity to be a part of a SaaS company really allowed me to progress, get new opportunities, and create new skillsets which has led me to this stage now, leading this team. 8 years ago, it wasn’t even Customer Success -- it was Account Management. I find there is a lot of thought leadership and best practices.

Best practices 90

Best practices Metrics Sales SaaS 90